Business Quality Supervisor, Energy Quality

• Manage the audit program of the business operations team, providing weekly updates on performance to the operations leadership organization
• Prioritize audit types and pivot as required based on critical business need.
• Partner closely with senior business operation leaders to ensure voice of the customer is understood and utilized when developing process/policies.
• Manage audit feedback loop and dispute resolution, ensuring audits are done following correct and current process.
• Ensure business quality specialist team are performing high quality audits and are meeting weekly productivity targets.
• Manage a team of 5-10 business quality specialists (hourly) who are responsible for auditing the business operations team and improving customer experience.

• Ability to establish and maintain a professional working relationship with external and internal teams at all levels across the company
• Familiarity with quality problem-solving methods such as fishbone diagrams, 5-Why, 8D etc. (preferred)
• Ability to clearly distill actionable insights and support hypothesis with data
• Strong interpersonal and communication skills are an absolute requirement to establish effective working relationships throughout the Tesla organization
• Demonstrated analytical skills
• Should be familiar with obtaining and manipulating data through SQL (basic understanding is fine, ability to learn is mandatory)
• Must be very comfortable with standard MS Office programs, specifically Excel
• Ability to project manage across cross-functional teams

Essential Skills - General

• Develops Others - Serves as a multiplier. Makes others around them better by helping them highlight their strengths and work on their weaknesses. Can serve as a mentor to more junior leaders and employees and develop them for roles of greater responsibility.
• Bias for Action - must have bias for action and be able to convert thought into execution quickly.
• Innovates - Find creative ways to simplify and look at our operation through a new lens. Not caught up on old ways of doing things. Has the ability to adapt and creatively work through problems and solutions that may not be their own.
• Raises the Bar - We need top performers who raise the bar in our organization. When we hire new candidates, they should already be better than most employees in that role. We will often need to do this by being scrappy and challenging the status quo.
• Resourceful - Practices frugality. Is a scrappy leader who can do more with less.
• Adaptive - Adapts to change, even when they may not be in favor of it. Someone who is collaborative and willing to take on new assignments and roles to benefit the business.
• Thinks like an Owner - Willing to take risks, own outcomes, and learn from them. Humble and prioritizes the needs of the business over their own.
• Reasons from First Principles - Able to identify root causes and use data to drive decisions and change.
• Curious - Seek to understand and show empathy. Have an insatiable thirst for learning and knowledge.
• People Centric - value people and their time. Demonstrate empathy and respect.

Education/Experience

• 2+ years experience managing or mentoring staff
• 3+ years relevant experience in a related area for example, Customer Success, Consultancy, Account Management or Mobile Marketing