Program Manager, Robotaxi Customer Operations

The Robotaxi Engineering and Operations team is at the center of product design and deployment of autonomous vehicles. From the launch of Robotaxi on Model Y in 2025 to the revolutionary Cybercab product coming this year, team Robotaxi is at the cutting edge of AV technology. This role is responsible for adapting Tesla's customer-facing processes and systems to achieve the goals of the Robotaxi program, with a focus on delivering exceptional rider experiences. The ideal candidate is a strategic thinker with a passion for innovation, strong operational acumen, and the ability to lead cross-functional teams through complex challenges, thriving in a fast-paced setting where adaptability, empathy, and problem-solving drive the future of transportation.

• Develop strategy and execution of Robotaxi customer operations and support
• Create, implement, and refine systems for rider support, including handling inquiries, lost and found processes, and real-time assistance to minimize disruptions
• Identify opportunities to increase efficiency in customer operations through software or automation, such as AI-driven feedback tools or self-service portals
• Monitor key performance metrics, analyze customer data, and drive continuous improvements to enhance rider satisfaction and loyalty
• Scale Robotaxi customer operations to new markets by planning pilots, assessing risks, and iterating support strategies based on real-world feedback
• Work closely with cross-functional (engineering, software, Autopilot, service, finance, field operations) teams to align customer strategies and goals
• Bachelor's Degree in Business, Engineering, Operations Management, or a related field, or equivalent experience
• 4+ years of program or project management experience, ideally in customer operations, technology or automotive; Familiarity with autonomous vehicle technology or mobility services is advantageous
• Proven track record of managing complex, cross-functional projects with a focus on customer experience or service delivery
• Experience in scaling operations or launching new products/services is a plus
• Exceptional problem-solving skills, with the ability to troubleshoot rider issues in real-time and develop innovative solutions for customer-facing challenges
• Strong leadership and stakeholder management to coordinate between engineering, operations, and customer-facing teams and excellent communication skills to align teams and manage customer expectations
• Expertise in process optimization, data analysis, and performance metrics to drive operational efficiency

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