Online reviews directly influence purchase decisions in our category, and in Tesla Direct territories, our digital reputation is our storefront. We are seeking a driven and detail-oriented Reviews Manager to own reputation management entirely across Tesla Direct territory - proactively soliciting customer reviews, surfacing negative experiences for rapid resolution, and driving structured follow-up with new customers to build a strong online presence that helps us win where it matters most.
This role sits at the intersection of customer experience and business performance. You will work cross-functionally with sales, service, and operations teams to ensure every customer interaction translates into a positive digital footprint, and you will deliver the insights leadership needs to continuously improve reputation health across Direct regions.
- Design and execute proactive outreach campaigns to solicit reviews from satisfied customers across key platforms, including Google and Trustpilot
- Build structured post-purchase follow-up sequences for new customers to capture timely, authentic feedback at peak satisfaction moments
- Monitor all review platforms daily across Tesla Direct territory locations, flagging and escalating negative experiences in real time to the appropriate internal teams - service, sales, and operations - for rapid resolution
- Craft professional, on-brand responses to reviews across all platforms, turning detractors into advocates wherever possible
- Identify patterns in negative feedback and escalate systemic issues to leadership with clear, actionable recommendations
- Track and report on KPIs including review volume, average star rating, response rate, and sentiment trends across all Direct territory locations
- Benchmark Tesla Direct reputation performance against competitor territories and industry standards to continuously inform and refine strategy
- Proficient in leveraging AI tools to accelerate content creation, review response drafting, and sentiment analysis - with disciplined prompt engineering and careful validation of all outputs before publishing
- 3+ years of experience in online reputation management, customer experience, or a closely related role; automotive, EV, or direct-to-consumer experience is a plus
- Demonstrated success running review solicitation programs that materially improved ratings or review volume
- Strong written communication skills with the ability to craft empathetic, on-brand responses under pressure
- Analytical mindset with experience tracking performance metrics and translating data into actionable strategy
- Familiarity with reputation management platforms such as Birdeye, Podium, Sprinklr, Medallia, Reputation.com, or Google Business Profile
- Self-starter who thrives in a fast-paced, high-ownership environment with the ability to work cross-functionally and influence without authority across sales, service, and operations teams
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
Expected Compensation
$72,000 - $108,000/annual salary + cash and stock awards + benefits
Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.