Sr. Change Manager, Energy Customer Support

Tesla is on a mission to accelerate the world's transition to sustainable energy, and the Energy Customer Support (ECS) team is pivotal in delivering exceptional service to customers using Tesla's energy products. As a Senior Change Manager, this role focuses on driving process improvements, fostering collaboration, and championing innovative solutions to enhance customer support operations. Working closely with cross-functional teams, the position requires strategic leadership to implement automation, optimize workflows, and improve customer satisfaction through data-driven insights and Six Sigma methodologies.

• Lead strategic initiatives by anticipating risks, developing contingency plans, and championing ECS priorities in cross-departmental discussions
• Build strong partnerships across teams, educate stakeholders on ECS operations, and identify win-win opportunities for streamlined workflows
• Identify and advocate for automation opportunities, process simplifications, and customer self-service solutions with data-backed problem statements, and conduct deep-dive analyses and root cause investigations to address operational inefficiencies and educate partners on analytical approaches
• Manage complex projects by organizing actionable plans, creating urgency, and ensuring timely delivery of ECS objectives
• Design and test pilot programs to evaluate new processes or solutions, ensuring measurable improvements in efficiency and quality
• A strong focus on improving the CSAT score, understanding the issues for low scores and putting together a plan for improvement
• Act as a trusted advisor by demonstrating professional maturity and reliability in resolving issues and driving operational excellence

• Bachelor's Degree in Business, Operations, or a related field, or equivalent experience

• Minimum of 5 years of experience in change management, process improvement, or operations within a call center environment
• Proven expertise in Six Sigma methodologies and process improvement frameworks
• Extensive experience in call center operations or customer support environments
• Strong analytical skills with the ability to conduct root cause analysis and leverage data for decision-making and excellent project management skills with a track record of delivering results under tight timelines
• Proficiency in identifying automation opportunities and driving operational efficiency

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

• Aetna PPO and HSA plans > 2 medical 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 Account) HSA Contribution when enrolled in the High Deductible Aetna 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
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary 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