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Sr. Change Manager, Energy Customer Support
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Sr. Change Manager, Energy Customer Support

Tesla -
Henderson, NV

Apply Now

Job Details

Full-time

Benefits

Commuter assistance
Health savings account
AD&D insurance
Paid holidays
Disability insurance
Health insurance
Dental insurance
Flexible spending account
Flextime
Adoption assistance
Employee assistance program
401(k) matching
Employee discount
Benefits from day one
Pet insurance

Qualifications

Defect resolution root cause analysis
Automation
Defect analysis
Six Sigma methodology implementation
Data interpretation
Quality control problem-solving
Process improvement planning
Root cause analysis
Business operations
Achieving project delivery timelines
Call center management

Full 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
Minimum of 5 years of experience in change management, process improvement, or operations within a call center environment
Proven expertise in Six Sigma methodologies and process improvement frameworks
Extensive experience in call center operations or customer support environments
Strong analytical skills with the ability to conduct root cause analysis and leverage data for decision-making and excellent project management skills with a track record of delivering results under tight timelines
Proficiency in identifying automation opportunities and driving operational efficiency

Compensation and Benefits

Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

Medical plans > 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 Accounts) HSA Contribution when enrolled in the High-Deductible 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 (90 day waiting period)
Employee Assistance Program
Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly 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 / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor 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.

Apply Now

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senior call center manager jobs in nevada

Sr. Change Manager, Energy Customer Support

Senior Workforce Management Analyst - Full Time (Call Center LV)

Senior Call Center Manager

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