Program Manager, Service Operations

What to Expect

Tesla is seeking a highly motivated Service Program Manager to drive operational efficiency and workflow excellence across our North America Service Customer Experience team. The Service Operations team ensures Tesla owners enjoy a seamless service experience that matches the innovation of their vehicles. We partner with North America field teams and internal departments to deliver the highest level of service while supporting Tesla's operational and financial goals.

This is a high-impact role focused on simplifying how work gets done—so customers feel the difference. You will identify opportunities to streamline end-to-end processes, reduce duplicative labor, and strengthen the internal tools and resources teams rely on every day. Success means clearer workflows, less rework, stronger enablement for the field, and a consistently better customer experience.

What You’ll Do

• Own operational efficiency and workflow simplification initiatives that improve the customer experience across North America Service
• Diagnose process friction—unclear ownership, handoff gaps, tool limitations, redundant steps, or resource constraints—using data and field input, then turn insights into action
• Design and run pilots with clear success criteria; measure efficiency and customer experience impact, iterate quickly, and scale what works
• Streamline end-to-end workflows with Product, Engineering, Field, and adjacent operations teams to remove waste, rework, and complexity
• Strengthen internal resources (playbooks, knowledge assets, tools, and enablement) so teams execute consistently with less manual effort
• Partner with Business Analytics on dashboards that surface process health, operational friction, and customer experience impact; align stakeholders across Service Operations, Field Leadership, Parts, Logistics, and Technology to remove blockers
• Partner with Training to drive adoption and sustainment of process and tool changes; balance operational realities with an unwavering focus on the customer experience

What You’ll Bring

• 3+ years managing cross-functional programs in a customer-facing organization (automotive, logistics, hospitality, or similar preferred)
• Proven track record improving operational efficiency and solving complex process problems with measurable results—including designing or refining workflows that reduce duplicative work
• Comfort diving into data, spotting patterns, and translating insights into action (Excel required; SQL or BI tools a plus)
• Experience driving process change through ambiguity and ensuring adoption at scale
• Ability to manage multiple workstreams, competing priorities, and tight timelines without sacrificing quality
• Strong relationship-building and alignment skills across HQ and Field teams with varying priorities
• Self-starter who thrives in fast-paced, high-accountability environments; deep understanding of how operational decisions shape the customer experience; willingness to travel up to 25% to engage with field teams