Staff Program Manager, Customer Insights & Market Data

The Business Analytics team supports Tesla's mission by generating actionable reporting & insights in partnership with regional planning, and operations teams to drive informed decision making and enabling strategic priority setting. We combine world-class analytics with broader business decision-making and strategy, directly supporting Tesla's leadership team.

This role will work side-by-side with the global sales & service planning/operations/customer experience teams to track our end-to-end customer experience and help inform and prioritize critical business initiatives to achieve best-in-class customer experience and market growth. You will use your passion for quantitative and qualitive data about customer & market insights to maintain our global surveys, develop insightful reporting and analyses, and drive decision-making that support our sales & service organizations. You will partner closely across functions to find and execute on the highest leverage opportunities.

• Global customer surveys' ownership and maintenance (Sales, Delivery, Service), and CSAT measurement
• Capture and measure customer feedback aligned with our business operations in partnership with regional ops teams, and ensure surveys are up to date with our latest operations, processes and products updates (feedback loop)
• CSAT, customer retention and business operation performance tracking using surveys and operational metrics, and leveraging various analytics tools & methods such as topic modelling or AI summarization
• Act as a program manager to enable features and functionalities in our survey tool, making survey management more effective, working with our software team
• Market data ownership and maintenance, including vendor data management, gathering data needs and requirements from global planning teams including purchasing any relevant market data, and leveraging analytical tools to democratize data across the organization
• Metrics definition and reporting alignment (registrations, make/model market share) in collaborations with regional planning teams & analytics team
• Actionable insights to drive improvements in operations and customer experience leveraging surveys or market analyses on specific topics of interest
• Communicate data-driven recommendations to leaderships to drive successful implementation of change initiatives

• Degree in Business, Analytics, Economics or equivalent experience and 5+ years of professional experience
• Excellent analytical skills. Technical analytics skillsets are preferred (e.g., SQL, Tableau)
• A deep sense of curiosity about customer insights and enabling best-in class customer experience
• Excellent ability to use modeling to translate complex ideas/assumptions into actionable analysis/planning
• Evidence of exceptional ability, especially within an ambiguous environment, and a strong drive for excellence
• Demonstrated success driving tangible impact / influencing within a broader organization, especially in an analytical/operational role
• Strong written and verbal communication skills, particularly with senior business leaders
• Highly collaborative, team-oriented, and comfortable leading cross-functional projects
• Excellent problem-framing, problem solving and project management 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

Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.