Program Manager, Service Operations

What You'll Do

• Serve as the dedicated program manager accountable for customer scheduling performance metrics, with a primary focus on reducing Tesla-initiated cancellations and reschedules
• Conduct deep-dive analyses to identify why cancellations and reschedules occur—whether due to parts availability, technician capacity, system limitations, or communication gaps
• Structure pilots, define success criteria, track results, iterate quickly, and scale successful interventions across North America
• Identify friction points in the scheduling flow and partner with Product, Engineering, and Field teams to streamline the process
• Partner with Business Analytics to develop dashboards that provide real-time insight into scheduling health and cancellation drivers
• Manage stakeholder relationships across Service Operations, Field Leadership, Parts, Logistics, and Technology teams to remove blockers and ensure coordinated execution
• Partner with Training teams to educate field users on new processes and tools; ensure changes are understood and sustained. Balance operational realities with an unwavering focus on customer experience; represent the voice of the customer in all decisions

What You'll Bring

• 3+ years of experience managing cross-functional programs in a customer-facing organization (automotive, logistics, hospitality, or similar industries preferred)
• Proven track record of solving complex operational problems with measurable results
• Comfortable diving into data, identifying patterns, and translating insights into action (Excel proficiency required; SQL or BI tools a plus)
• Experience driving process changes through ambiguity and ensuring adoption at scale
• Able to manage multiple workstreams, competing priorities, and tight timelines without sacrificing quality. Skilled at building relationships and driving alignment across HQ and Field teams with varying priorities
• Self-starter who thrives in fast-paced, high-accountability environments. Deep understanding of how operational decisions impact the customer experience
• Willingness to travel up to 25% of the time to engage with field teams and observe operations firsthand

Benefits

• Competitive pay
• Medical plans > plan options with $0 payroll deduction
• Fertility, adoption, and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
• HSA Contribution when enrolled in the High-Deductible medical plan with HSA
• 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
• Commuter benefits
• Tesla Babies program
• Employee discounts and perks program