Manager, Residential Energy Services Quality

Tesla's Energy& ChargingServices organization operates and maintainsdeployed 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 ofmaintainingthe fleet.

TheResidentialEnergy Services Qualityteamsupportstheglobal Operations organization: including Field Service,Homeowner Support(B2C customers),andInstaller Support(B2B customers). TheManagerwillbe accountable toidentify & summarize(i)drivers of customer satisfaction,(ii)causes for repeat contacts/ visits, and (iii)operational inefficiencies.The Manager will supervisea team of Quality specialistswho auditcustomerinteractions, excludingonsite inspections of operating energy systems.The Manager will collaborate with Product, Software, and Engineering teamstodetermineimprovementopportunities and develop tools, such as AI, to increase the efficiency of the Quality specialists.

• Review primary information fromOperations interactionsincludinginteraction 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 ofOperations repeat contacts/ visits and otherinefficiencies. Monitor trends and regional- or technician-level variations

• Partner withProduct,Engineering, and Software teamsto develop solutions to improve customer experienceand Operations efficiency, including new or modified procedures, automations and/ ortools

• 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 stakeholdersregarding efficiencytrends,processcompliance issues, and procedure, automation & toolupdates that may arise

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

• 8+years ofprofessionalexperience inQuality, including team leadership and management

• BachelorsDegree inan 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 ofB2B & B2Ccustomer service, technical support, and engineeringproblem 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, andhighly reliable. Attention to detail and follow through on execution of tasks. Structured and professional written and verbal interpersonal communication skills