Regional Network Manager, Roadside Assistance Operations

We're looking for a Regional Network Manager to assist in developing and managing the operations of a world class roadside assistance program for one of the most progressive vehicle brands in the world. Demonstrated industry knowledge of roadside assistance processes and operations is preferred, as well as an untiring focus on providing the best customer service experience. The right candidate will have strong analytical ability, exceptional communication skills, ability to build business partnerships with third party providers and ability to resolve challenging problems with minimal guidance. If you are interested in becoming a part of a fast-paced team supporting the latest EV technology, we are interested in hearing from you.

• You represent the front line of Tesla’s unique global roadside program through building direct relationships with the top tier service providers within your region
• Identify and confirm service provider leads that meet our level of service and business model. Partner with procurement to negotiate rates of service and confirm that provider meets the terms of the MSA
• Lead in identifying and implementing Service provider opportunities for operational efficiency. This includes development, management and expansion of a world class service provider network. Responsible for correct procedures and processes, training, improvement of resource management and developing KPI’s for reporting
• Develop rapport with Service Providers by utilizing an engaging, genuine, and proactive approach with regular communication. Assist in preparing a performance improvement plan for providers who are not currently meeting performance expectations. Monitor provider’s progress to meeting our standard. Assist Roadside Operations Manager with creation and management of supplier training materials in collaboration with our training and technical teams
• Ability and willingness to perform as a team member on multiple projects simultaneously and work effectively in a fast-paced, dynamic team environment with high expectations for quality. Assist in supporting Tesla’s Customer Support Team to establish super-efficient call handling procedures; develop and enhance internal tools, processes and guidance materials
• Ensure that region is aligned with market and global goals and objectives. Monitor progress of region’s performance through metric reporting. Evaluate customer feedback and engage in customer interaction to solve root causes and increase the overall customer experience from start to finish
• Proactive and responsive resolution of network and service provider concerns, issues and problems within 48 hours. Flexible availability in order to support 24/7 operations as needed. Assist Roadside Operations Manager in special projects to enhance and optimize the roadside assistance program

• Bachelor’s degree preferred or equivalent work experience
• 3 years of customer service experience (emergency response and/or automotive preferred)
• Proven ability to build develop and manage a supplier network. Knowledge of business requirements of subcontracting and relationship management. Demonstrated negotiation tactics and ability to influence others at all organizational levels. Experience working with customer service professionals
• Self-starter with the ability to work under minimal guidance and direction. Superior communication skills, written and oral
• Have regional specific language skills (NA, APAC, EMEA)
• Ability to travel up to 20% of the time. Willing to be on call 24/7
• Valid driver’s license

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