Customer Experience Operations Lead Jobs in California

Excellent problem-framing, problem solving and project management skills

Strong written and verbal communication skills and experience communicating with C-level business leaders

Drive strategic priorities to enhance Tesla’s ownership experience in Service and Customer Support globally

Consolidate customer feedback, regional requirements and performance metrics for comprehensive improvement plans for internal systems and tools

Family-building, fertility, adoption and surrogacy benefits

401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits

Strong relationship management skills and ability to influence decision making

Organizational and time management skills

2+ years of supervisor and/or manager level experience

Participate in business projects and initiatives, especially those that are impactful to and/or pose a risk to the customer experience

Build a system of recovery of members after a negative experience and recommend mechanisms to retain these members

Partner with Marketing to engage and convert new members being acquired through different channels with a personalized experience

Drive the implementation / expansion of experience management tool in partnership with technical teams when needed

Ability to lead complex projects involving multiple functions with excellent project / program management and organizational skills

Advanced experience implementing, using and driving enterprise use of an experience management platform – Qualtrics experience a plus

Partner with the VP, Enterprise Customer Experience to build a best-in-class research and insights strategy and framework

Develop, manage and execute high quality research initiatives from end-to-end

Analyze qualitative, quantitative and operational data to uncover insights focused on drive action to improve the customer experience

Collaborate with ET to optimize Salesforce architectural improvements to better support CX activities like customer management, renewals, and customer health

Familiar with deploying Account Management tools like Gainsight

Experience building health and adoption scoring - aggregating data, mapping between systems, and scoring optimization

Experience building Salesforce-integrated technology solutions, reports, and dashboards and adjusting permissions, validation rules, and workflow rules

Able to translate business problems into technical requirements for technical audiences and business impact conversations for non-technical audiences

Mental health, wellness & fitness benefits

Extraordinary communication skills - both written and verbal

Strong problem solving and troubleshooting skills

Technical aptitude with knowledge of Discord features, and desktop and mobile operating systems

Experience with bug tracking programs (Asana, Jira, Phabricator)

1+ years experience with QA processes and procedures

BA/BS or equivalent work experience

Deliver an exceptional customer experience throughout the customer lifecycle; diagnosing communicating, and ensuring resolution of complex customer issues

Excellent written & verbal communication skills, patience, and empathy

Experience with (and ideally, an opinion on) various customer service platforms (ex. Zendesk), technologies, and communication channels

Build organized, process-driven customer support flows with a bias towards written documentation

Become an expert on our mission, platform, and product

Create customer-facing self service support documentation (ex. FAQs, demos)