Supervisor, Customer Operations

The Customer Operations Supervisor will lead a team of 10-25 project advisors strategically located across the US and Philippines, ensuring alignment with organizational goals, project milestones, and customer expectations. This role requires a strategic thinker with strong leadership, communication, and problem-solving skills to drive team performance, maintain quality standards, and foster a collaborative work environment.

The ideal candidate will have a proven track record in project management, team leadership, and process optimization, with the ability to escalate and resolve complex issues while maintaining high client satisfaction.

• Team Leadership: Supervise and coach a team of project advisors to achieve project delivery goals, quality standards, and customer satisfaction metrics

• Project Oversight: Monitor project timelines, milestones, and deliverables, ensuring alignment with client requirements and internal protocols

• Customer Communication: Act as a liaison between project advisors and clients, ensuring clear, timely, and accurate communication

• Process Improvement: Identify inefficiencies in project workflows, implement solutions, and drive continuous improvement initiatives

• Performance Management / Training & Development: Conduct regular performance reviews, provide feedback, and develop action plans to address gaps in team performance. Lead training sessions, mentor advisors, and ensure adherence to company policies, tools, and best practices

• Data Analytics: Track and analyze project metrics (e.g., SLA compliance, client feedback, productivity) to inform decision-making and report insights to leadership

• Cross-Functional Collaboration: Work with stakeholders, technical teams, and other departments to resolve project-related challenges and ensure seamless execution

• Experience: 4+ years of experience in project management, team leadership, or a similar role. Prior experience in customer-facing roles or process optimization is a plus

• Technical Skills: Proficiency in project management tools (e.g., JIRA, Asana, Trello) and strong data analysis capabilities

• Problem-Solving: Strong analytical skills to identify root causes of project delays or client issues and implement effective solutions

• Leadership: Proven ability to motivate teams, resolve conflicts, and drive performance through coaching and mentorship

• Adaptability: Comfortable working in a fast-paced environment, managing multiple priorities, and adapting to changing project requirements

• Interdepartmental Collaboration: Strong interdepartmental communication and collaboration skills to ensure seamless coordination across teams

• Analytics Proficiency and Communication: Proficient in Tableau, Excel, and other analytics platforms to interpret data and drive actionable insights. Meticulous in tracking project progress, documentation, and client interactions. Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly to clients and team members

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