Job Description
What to Expect Tesla is on a mission to accelerate the world's transition to sustainable energy, and the Energy Customer Support (ECS) team is pivotal in delivering exceptional service to customers using Tesla's energy products. As a Senior Change Manager, this role focuses on driving process improvements, fostering collaboration, and championing innovative solutions to enhance customer support operations. Working closely with cross-functional teams, the position requires strategic leadership to implement automation, optimize workflows, and improve customer satisfaction through data-driven insights and Six Sigma methodologies. What You'll Do Lead strategic initiatives by anticipating risks, developing contingency plans, and championing ECS priorities in cross-departmental discussions Build strong partnerships across teams, educate stakeholders on ECS operations, and identify win-win opportunities for streamlined workflows Identify and advocate for automation opportunities, process simplifications, and customer self-service solutions with data-backed problem statements, and conduct deep-dive analyses and root cause investigations to address operational inefficiencies and educate partners on analytical approaches Manage complex projects by organizing actionable plans, creating urgency, and ensuring timely delivery of ECS objectives Design and test pilot programs to evaluate new processes or solutions, ensuring measurable improvements in efficiency and quality A strong focus on improving the CSAT score, understanding the issues for low scores and putting together a plan for improvement Act as a trusted advisor by demonstrating professional maturity and reliability in resolving issues and driving operational excellence What You'll Bring Bachelor's Degree in Business, Operations, or a related field, or equivalent experience <