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: