Project Manager, Business Resolutions

Job description

Description

Project Manager, Business Resolutions

The Business Resolutions team consists of intelligent, driven, and fair-minded individuals who are able to exercise independent, objective judgment and tackle complex business challenges. This team collaborates to develop innovative solutions that influence Tesla’s processes, procedures, and best practices so that all Tesla customers receive exceptional experience throughout the customer lifecycle. In this role, you will be responsible for streamlining and improving current processes, ensuring a world class level of customer satisfaction every day.

The ideal candidate must be capable of building a 360-degree view of a given situation by addressing Service, Sales, Legal, Operational, and Financial factors in order to provide balanced solutions for both the customer and Tesla. Strong analytical skills, combined with project and contract management skills, are essential, as well as the ability to work well both in a team and independently. The Project Manager - Business Resolutions acts independently and exercises a high degree of discretion and independent judgment to evaluate each situation, assess risk, and determine how best to manage each case with the customer’s and Tesla’s interests in mind. The successful candidate will be required to manage multiple tasks simultaneously whilst maintaining excellent customer service levels, often in difficult circumstances.

Responsibilities

·  Manage and interface with both customers and internal stakeholders to resolve projects efficiently, ensuring all involved adhere to deadlines
·  Be passionate about customer service, make every experience one that the customer will be talking about throughout their day
·  Provide guidance and support to North America field teams to scale with the rapidly growing customer base
·  Analyze overall performance of an asset, interpret transaction documents determine financial and operational accountability
·  Provide data driven strategies and insights, determine viable solutions for assets to mitigate potential disputes while considering customer, financial and operational implications
·  Develop expertise on vehicle systems, partnering with internal teams, including external discussions with consideration for our customers
·  Proactively review assets to determine potential corrective actions, provide field support to ensure actions are completed with out challenges
·  Support special projects, field engagements, operational reporting and analysis as assigned

Qualifications

·  Bachelor’s degree or equivalent experience in a relevant field required, with 3 to 5 years’ of experience in a project management, analytical, or customer-facing role (or similar)
·  Customer relationship management, automotive, engineering, legal and/or financial background is a plus
·  Can clearly show commitment to a company and particular interest in Tesla
·  Strong analytical and problem solving skills with great attention to detail
·  Solid project management skills with the ability to multi-task and summarize complex situations, with the flexibility to adapt quickly to change
·  Excellent customer service, a clear communicator who is able to combine tact with empathy and understanding
·  Expertise in MS Office, with ability to learn new software/tools with minimal supervision
·  Must be an approachable, upbeat, team player, able to coach and lead by example as needed
·  Capacity to travel domestically up to 50%, including ability to travel international as needed

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