Service Operational Excellence Project Manager
Job Summary
Job Description
The Service Operational Excellence Project Manager at Tesla is a key member of the Service Operations team, responsible for identifying, managing, and executing projects to enhance efficiency, productivity, compliance, and overall operations. This role involves close collaboration with cross-functional teams (Service, Sales, Delivery, Retail Development, and Operations) to implement process improvements focusing on Service Center optimization, systems training, appointment lead-time reduction, and utilization management. The ideal candidate will thrive in a fast-paced environment, managing multiple projects simultaneously, and possess exceptional communication skills. Responsibilities include collaborating with IT to identify system deficiencies, analyzing performance metrics to improve processes, developing and implementing best practices for Service Center operations, providing team training and support, contributing to service policy development, and creating executive-level reports. Experience in an aftersales environment and a fast-moving industry is essential. The role may also involve assisting with larger Service Operations development projects and strategic initiatives.
Must have:
- Manage multiple projects
- Improve Service Center efficiency
- Analyze performance metrics
- Develop & implement best practices
- Collaborate with cross-functional teams
- Excellent communication skills
- Aftersales & fast-paced industry experience
Good to have:
- Experience managing diverse teams
Perks:
- Employee Stock Purchase Plan (ESPP)
- Comprehensive Medical Coverage
- Global Employee Assistance Program (EAP)
- Employee Vehicle Purchase Program
- Employee Welfare Committee
- Employee Merchandise Discounts
- Celebratory Gifts
- Employee Referral Program
3 skills required
Job Details
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 DoThe 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.
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• 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
• 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：
- 員工認股計劃（ESPP)
- 團體醫療保險
- 全球員工協助方案 (EAP) 和協助資源
- 員工購車計劃
- 職工福利委員會
- Eshop精品員工優惠
- 特殊場合的慶祝禮物
- 員工推薦計劃
本公司保留更改福利項目的權利。
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