Program Manager, Robotaxi Customer Operations

About the role

The Robotaxi Engineering and Operations team is at the center of product design and deployment of autonomous vehicles. From the launch of Robotaxi on Model Y in 2025 to the revolutionary Cybercab product coming this year, team Robotaxi is at the cutting edge of AV technology. This role is responsible for adapting Tesla’s customer-facing processes and systems to achieve the goals of the Robotaxi program, with a focus on delivering exceptional rider experiences. The ideal candidate is a strategic thinker with a passion for innovation, strong operational acumen, and the ability to lead cross-functional teams through complex challenges, thriving in a fast-paced setting where adaptability, empathy, and problem-solving drive the future of transportation.

Responsibilities

• Develop strategy and execution of Robotaxi customer operations and support
• Create, implement, and refine systems for rider support, including handling inquiries, lost and found processes, and real-time assistance to minimize disruptions
• Identify opportunities to increase efficiency in customer operations through software or automation, such as AI-driven feedback tools or self-service portals
• Monitor key performance metrics, analyze customer data, and drive continuous improvements to enhance rider satisfaction and loyalty
• Scale Robotaxi customer operations to new markets by planning pilots, assessing risks, and iterating support strategies based on real-world feedback
• Work closely with cross-functional (engineering, software, Autopilot, service, finance, field operations) teams to align customer strategies and goals

Requirements

• Bachelor’s Degree in Business, Engineering, Operations Management, or a related field, or equivalent experience
• 4+ years of program or project management experience, ideally in customer operations, technology or automotive; Familiarity with autonomous vehicle technology or mobility services is advantageous
• Proven track record of managing complex, cross-functional projects with a focus on customer experience or service delivery
• Experience in scaling operations or launching new products/services is a plus
• Exceptional problem-solving skills, with the ability to troubleshoot rider issues in real-time and develop innovative solutions for customer-facing challenges
• Strong leadership and stakeholder management to coordinate between engineering, operations, and customer-facing teams and excellent communication skills to align teams and manage customer expectations
• Expertise in process optimization, data analysis, and performance metrics to drive operational efficiency

Benefits

• Medical plans with plan options including $0 payroll deduction
• Family-building, fertility, adoption, and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans, both with options for $0 paycheck contribution
• Company-paid Health Savings Account (HSA) contribution when enrolled in the High-Deductible medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company-paid Basic Life, AD&D, short-term, and long-term disability insurance (90-day waiting period)
• Employee Assistance Program
• Sick and vacation time (flex time for salary positions, accrued hours for hourly positions), and paid holidays
• Back-up childcare and parenting support resources
• Voluntary benefits including critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight loss and tobacco cessation programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program