<p>Tesla is looking for an experienced and analytical leader to join our North America Customer Support team. This high-impact role blends strategic program and project management with data-driven decision making and team leadership. You'll manage a small team (3-5 individuals) while owning complex initiatives that improve business processes, elevate the customer experience, and drive operational performance across multiple lines of business.</p> <p>You will be instrumental in identifying key pain points through rigorous analysis, designing scalable solutions, and leading cross-functional projects from ideation through execution. This role requires a unique blend of analytical rigor, product and process ownership, and leadership acumen.</p> <ul> <li>Lead and manage a team of analysts and project managers, fostering a high-performance, data-driven culture. Identify, scope, and execute high-impact projects aimed at improving Customer Support operations, customer experience, and agent workflows </li><li>Own and lead project management efforts across initiatives, including stakeholder alignment, timelines, resource planning, and execution tracking </li><li>Analyze key KPIs (e.g., AHT, ASA, CSAT, Recontact Rate) to uncover trends, develop insights, and guide strategic decisions </li><li>Partner cross-functionally with Engineering, Product, Operations, and Training to implement solutions that reduce customer contacts and improve service efficiency </li><li>Build and present business cases to senior leadership using data and root-cause analysis to influence direction and priorities </li><li>Champion process improvements and automation opportunities that scale with Tesla's rapid growth. Represent the voice of the front-line teams and customers by staying close to day-to-day operations and feedback loops </li><li>Continuously evaluate business performance and proactively suggest improvements to meet long-term strategic goals </li><li>5+ years of experience in program or project management, business operations, or analytics roles, ideally within a high-growth, customer-facing environment </li><li>Strong analytical skills and fluency in interpreting complex datasets to drive decision-making; advanced Excel and data visualization skills required (SQL and/or Python a plus) </li><li>Track record of delivering cross-functional projects end-to-end with clear business impact </li><li>Excellent communication and presentation skills with the ability to influence stakeholders at all levels </li><li>Deep understanding of customer support metrics, KPIs, and operational levers for improvement </li><li>Hands-on approach, comfortable with ambiguity, and able to operate independently in a fast-paced environment </li><li>Bachelor's Degree in Business, Engineering, Analytics, or a related field, or equivalent experience </li></ul>