Product Manager, Customer Support Operations
Tesla · Fremont, CA · 1 mo ago
On-siteManagement$112k–$204k/yrFull-time
What You'll Do
- Establish product vision and roadmap for internal tools powering customer support across phone, chat, email, and service center channels
- Analyze agent workflows through shadowing, interviews, and data to identify opportunities reducing handle time and improving first-contact resolution
- Partner with Engineering to define requirements, scope features, and ship solutions balancing efficiency, experience, and technical feasibility
- Collaborate with Data teams to establish metrics, measure impact, and validate decisions with quantitative insights
- Work with Customer Support Operations to test solutions, drive adoption, and iterate based on real-world usage
- Manage dependencies across competing priorities while maintaining focus on customer and agent impact
- Present trade-offs and recommendations to cross-functional stakeholders and leadership, driving alignment through data-driven storytelling
What You'll Bring
- 2-5 years Product Management, Operations, or Consulting experience with strong analytical skills and customer-first mindset
- Exceptional cross-functional collaboration abilities with proven track record translating technical concepts for operators and operational needs for engineers
- Bias for action with comfort managing ambiguity, prioritizing ruthlessly, and making decisions with incomplete information
- A proactive mindset, with a bias toward taking action based on available information and the ability to work through ambiguity
- Experience working with AI in a customer support capacity a plus
Benefits
- Competitive pay
- Medical plans
- Fertility, adoption, and surrogacy benefits
- Dental and vision plans
- HSA Contribution
- Healthcare and Dependent Care FSA
- 401(k) with employer match
- Employee Stock Purchase Plans
- Other financial benefits
- Basic Life, AD&D, Short-term and long-term disability insurance
- Employee Assistance Program
- Sick and Vacation time
- Paid Holidays
- Commuter benefits
- Employee discounts and perks program
Expected Compensation
$112,000 - $204,000/annual salary + cash and stock awards + benefits