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Service Operational Excellence Project Manager

Taipei City, Taiwan (On-site)

Service Operational Excellence Project Manager

2 Hours ago • 4-8 Years • Operations

About the job

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cross-functional

Job Description

The Service Operational Excellence Project Manager at Tesla is responsible for improving the efficiency, productivity, compliance, and operations of the Service team. This involves collaborating with cross-functional teams (Service, Sales, Delivery, Retail Development, and Operations) to identify, track, and implement process improvements, focusing on optimizing Service Center operations, systems training, appointment lead-time reduction, and utilization management. Responsibilities include collaborating with IT to identify system deficiencies, analyzing performance metrics to improve processes, developing and implementing business processes and best practices, providing training to the Service team, supporting escalation management, assisting with service policy development, and creating reports for senior management. The ideal candidate must thrive in a fast-paced environment, possess excellent communication skills, and have experience in a service and operations development environment.

Must have:

Manage projects to improve Service team efficiency
Collaborate with cross-functional teams
Analyze performance metrics and identify bottlenecks
Develop and implement process improvements
Provide training and support to the Service team
Experience in Aftersales environment
Excellent communication skills

Good to have:

Experience managing culturally diverse teams
Experience in a fast-moving industry

Perks:

Employee Stock Purchase Plan (ESPP)
Comprehensive Medical Coverage
Access to Global Employee Assistance Program (EAP)
Employee Vehicle Purchase Program
Employee Welfare Committee
Employee Merchandise Discounts
Celebratory Gifts
Employee Referral Program

What to Expect

The Service Operational Excellence Project Manager is an integral part of the Service Operations team and will be responsible for identifying, managing, and executing projects to improve efficiency, productivity, compliance and operations for the Service team. The Manager will support Tesla’s goal of providing our customers with the best Service experience. This entails working closely with cross-functional development teams (Service team, Sales, Delivery, Retail Development, and Operations team) to identify, track progress, and confirm implementation of process improvements, especially efficiency optimization for Service Center Operations, systems training, appointment lead-time reduction, and utilization management.

The person must be able to work effectively in a rapidly changing environment and deal with multiple projects at the same time. This person must also possess
outstanding communication skills, and have experience in a Service and operations development environment. The ability to combine charm and perseverance is highly desired. This role can also be involved in assisting Service Operations team in development projects and integration as needed, in addition to special projects for the team with a focus on strategic growth and optimization.

What You’ll Do

Responsibilities

• Collaborate with IT/system team to identify process and system deficiencies, triage conversation and problem-solving sessions to develop and implement optimal business processes.
• Analyze performance metrics data and leverage it to improve operational processes and effectively coach the Service team. Proactively work to understand process bottlenecks and inconsistencies. Facilitates an organization of continuous process improvement
• Assist, develop and implement business processes and best practices to ensure our Service Center Operations are operating in a sustainable and efficient manner
• Provide support and/or training to the Service team on Service operations processes, maximizing shop and operational efficiencies
• Provide high level assessment to the operations and assist in escalation management and resolution
• Support training programs for Service personnel
• Assist with service policy development, implementation and follow up
• Develop reports and presentations for exec/senior management level review
• Effectively handle multiple priorities, organize workload, and meet deadlines

What You’ll Bring

• Experience managing a culturally diverse team desired

• Experience in a fast-moving industry required
• Experience in working within an Aftersales environment required
• Fluency (written and spoken) in English required

Compensation and Benefits

Benefits

In addition to a competitive compensation package, Tesla Taiwan is pleased to offer the following benefits for employees:

Employee Stock Purchase Plan (ESPP)
Comprehensive Medical Coverage
Access to Global Employee Assistance Program (EAP) and Wellbeing Resources
Employee Vehicle Purchase Program
Employee Welfare Committee
Employee Merchandise Discounts
Celebratory Gifts for Special Occasions
Employee Referral Program

The Company reserves the right to make changes to the Total Rewards benefits without prior notification/approval from the employees, and such benefits may also be subject to terms and conditions determined by the Company

福利

除了具有競爭力的薪酬方案外，Tesla台灣為員工提供以下福利：