Sr. Project Manager, Customer Support & Analytics
Tesla
Sr. Project Manager, Customer Support & Analytics
| Job Category | Sales & Customer Support |
|---|---|
| Location | Draper, Utah |
| Req. ID | 241071 |
| Job Type | Full-time |
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.
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.
- 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
- Own and lead project management efforts across initiatives, including stakeholder alignment, timelines, resource planning, and execution tracking
- Analyze key KPIs (e.g., AHT, ASA, CSAT, Recontact Rate) to uncover trends, develop insights, and guide strategic decisions
- Partner cross-functionally with Engineering, Product, Operations, and Training to implement solutions that reduce customer contacts and improve service efficiency
- Build and present business cases to senior leadership using data and root-cause analysis to influence direction and priorities
- 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
- Continuously evaluate business performance and proactively suggest improvements to meet long-term strategic goals
- 5+ years of experience in program or project management, business operations, or analytics roles, ideally within a high-growth, customer-facing environment
- 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)
- Track record of delivering cross-functional projects end-to-end with clear business impact
- Excellent communication and presentation skills with the ability to influence stakeholders at all levels
- Deep understanding of customer support metrics, KPIs, and operational levers for improvement
- Hands-on approach, comfortable with ambiguity, and able to operate independently in a fast-paced environment
- Bachelor’s Degree in Business, Engineering, Analytics, or a related field, or equivalent experience
Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:
- Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction
- Family-building, fertility, adoption and surrogacy benefits
- Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
- Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna 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
- Employee Assistance Program
- Sick and Vacation time (Flex time for salary positions), and Paid Holidays
- Back-up childcare and parenting support resources
- Voluntary benefits to include: 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
Tesla is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any factor, including veteran status and disability status, protected by applicable federal, state or local laws.
Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.
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