Manager, Residential Energy Services Quality

Tesla’s Energy & Charging Services organization operates and maintains deployed assets including North American residential & commercial solar, global behind-the-meter & front-of-meter storage, and global electric vehicle charging infrastructure. The mission of the organization is to maximize fleet health and delight our customers while minimizing the cost of maintaining the fleet.

The Residential Energy Services Quality team supports the global Operations organization: including Field Service, Homeowner Support (B2C customers), and Installer Support (B2B customers). The Manager will be accountable to identify & summarize (i) drivers of customer satisfaction, (ii) causes for repeat contacts/ visits, and (iii) operational inefficiencies. The Manager will supervise a team of Quality specialists who audit customer interactions, excluding onsite inspections of operating energy systems. The Manager will collaborate with Product, Software, and Engineering teams to determine improvement opportunities and develop tools, such as AI, to increase the efficiency of the Quality specialists.

• Review primary information from Operations interactions including interaction recordings/ transcripts, technician documentation, system performance, site observations, and customer feedback

• Standardize categorization of customer experience problems globally, including tools and methodologies to audit feedback. Contribute to training content, including new features, for global teams

• Structure and categorize causes of Operations repeat contacts/ visits and other inefficiencies. Monitor trends and regional- or technician-level variations

• Partner with Product, Engineering, and Software teams to develop solutions to improve customer experience and Operations efficiency, including new or modified procedures, automations and/ or tools

• Project manage global customer surveys and develop experience insights: configure ad hoc or recurring surveys, analyze responses, and synthesize recommendations for leadership

• Provide regular feedback to stakeholders regarding efficiency trends, process compliance issues, and procedure, automation & tool updates that may arise

• Track performance metrics, prioritize top issues and drive continuous improvement activities with cross-functional teams

• 8+ years of professional experience in Quality, including team leadership and management

• Bachelors Degree in an Engineering/ Science major or equivalent experience in solar/ home storage installation

• Technical understanding of solar systems and energy storage systems and understanding of electrical code/ electrical theory

• Experience and understanding of B2B & B2C customer service, technical support, and engineering problem solving

• Ability to independently make decisions, prioritize workflows according to multiple criteria, and solve problems with limited direction

• Excellent analytical and problem-solving skills, with the ability to manage complex information and make data-driven decisions

• Highly organized, self-driven, and highly reliable. Attention to detail and follow through on execution of tasks. Structured and professional written and verbal interpersonal communication skills

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