Program Manager, Service Operations

About the role

Tesla is seeking a highly motivated Service Program Manager to drive operational efficiency and workflow excellence across our North America Service Customer Experience team. The Service Operations team ensures Tesla owners enjoy a seamless service experience that matches the innovation of their vehicles. We partner with North America field teams and internal departments to deliver the highest level of service while supporting Tesla's operational and financial goals. This is a high-impact role focused on simplifying how work gets done—so customers feel the difference.

Responsibilities

• Own operational efficiency and workflow simplification initiatives that improve the customer experience across North America Service
• Diagnose process friction—unclear ownership, handoff gaps, tool limitations, redundant steps, or resource constraints—using data and field input, then turn insights into action
• Design and run pilots with clear success criteria; measure efficiency and customer experience impact, iterate quickly, and scale what works
• Streamline end-to-end workflows with Product, Engineering, Field, and adjacent operations teams to remove waste, rework, and complexity
• Strengthen internal resources (playbooks, knowledge assets, tools, and enablement) so teams execute consistently with less manual effort
• Partner with Business Analytics on dashboards that surface process health, operational friction, and customer experience impact; align stakeholders across Service Operations, Field Leadership, Parts, Logistics, and Technology to remove blockers
• Partner with Training to drive adoption and sustainment of process and tool changes; balance operational realities with an unwavering focus on the customer experience

Requirements

• 3+ years managing cross-functional programs in a customer-facing organization (automotive, logistics, hospitality, or similar preferred)
• Proven track record improving operational efficiency and solving complex process problems with measurable results—including designing or refining workflows that reduce duplicative work
• Comfort diving into data, spotting patterns, and translating insights into action (Excel required; SQL or BI tools a plus)
• Experience driving process change through ambiguity and ensuring adoption at scale
• Ability to manage multiple workstreams, competing priorities, and tight timelines without sacrificing quality
• Strong relationship-building and alignment skills across HQ and Field teams with varying priorities
• Self-starter who thrives in fast-paced, high-accountability environments; deep understanding of how operational decisions shape the customer experience; willingness to travel up to 25% to engage with field teams

Benefits

• Medical plans with $0 payroll deduction options
• 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 and AD&D insurance
• 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

Pay

Expected compensation: $88,000 - $162,000/annual salary + cash and stock awards + benefits. Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.