Tesla, Inc

Regional Network Manager, Roadside Assistance Operations

Tesla, Inc$80K — $120K *
Transportation
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 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 subcontracting and relationship management
  • Self-starter with excellent communication skills
  • Regional specific language skills (NA, APAC, EMEA)
  • Ability to travel up to 20% of the time and on-call availability

Responsibilities

  • Represent Tesla's global roadside program by building relationships with top tier service providers
  • Identify and confirm service provider leads, negotiating rates and ensuring compliance with MSA
  • Lead efforts to improve operational efficiency and manage the service provider network
  • Develop rapport with service providers and assist in performance improvement planning
  • Collaborate with Customer Support Team to enhance call handling procedures and internal tools
  • Monitor regional performance metrics and customer feedback to improve overall service
  • Resolve network issues proactively and support 24/7 operations as needed

Benefits

  • Competitive pay with immediate eligibility for benefits
  • Medical plans with $0 payroll deduction
  • Dental and vision plans with options for $0 paycheck contribution
  • 401(k) with employer match and other financial benefits
  • Paid sick time, vacation, and holidays
  • Comprehensive wellness programs and resources
Full Job Description
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.

Responsibilities
  • 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


Requirements
  • 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


Compensation and Benefits
Benefits

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

    About Tesla, Inc

    Tesla Motors specializes in developing a full range of electric vehicles. Tesla Motors was started by a group of Silicon Valley entrepreneurs and strives to create a revolution and accelerate the world’s transition to electric mobility with a full range of increasingly affordable electric cars. Tesla vehicles are EVs (electric vehicles), which are transforming the way people drive and move. Tesla has gone public as of June 29, 2010, and has a market cap of $34.32 billion. Tesla Motors’ goal is to increase the number and variety of EVs through three strategies. The first is to sell its own branded vehicle through its showrooms. The second is to sell premium, high-quality, patented electric components to other automakers. Lastly, it serves as a “catalyst and positive example to other automakers.” There has already been a movement in the EV market with the push of the GM Volt, rumored to have been inspired by the Tesla Roadster.

    Tesla, Inc Careers

    Join the trailblazing team at Tesla, Inc, a leader in sustainable energy and electric vehicles, and be part of a company that’s driving the future of innovation. At Tesla, we offer more than just job opportunities; we provide a platform for growth, leadership, and significant impact in the industry. Work You’ll Do Embark on a career with Tesla, Inc and contribute to our mission of accelerating the world's transition to sustainable energy. Engage in work that matters, with projects that integrate renewable energy solutions across the globe. Tesla is not just a car company; we are an energy innovation company. With roles ranging from engineering to marketing, our team is composed of talented professionals who lead the way in technology, design, and sustainability. Join our diverse team and thrive in a culture that celebrates fresh ideas, problem-solving, and a commitment to diversity training that ensures all voices are heard and valued. Innovative Work At Tesla, Inc, innovation is at the core of everything we do. From the development of cutting-edge battery technology to the creation of solar panels and sustainable energy solutions, our team is redefining what is possible. As part of our team, you’ll have the opportunity to work on challenging projects that push the boundaries of technology and make a lasting impact on the environment and industry. Career Development Tesla is committed to the professional growth of its employees. Explore a range of career paths within the company and benefit from leadership training, professional development workshops, and networking opportunities that propel your career forward. Our commitment to innovation and leadership in the industry makes Tesla an ideal place for those looking to grow their skills and advance their careers. Whether you’re seeking an internship, full-time position, or leadership role, Tesla offers a path to personal and professional growth. Join Our Team Search for open positions that match your skills and interests. At Tesla, we value passionate, curious, and innovative team players who are ready to drive change. SEARCH TESLA JOBS Stay Connected Keep up to date with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at Tesla, Inc. Tesla, Inc is not just a place to work—it’s a place to innovate, lead, and contribute to one of the most important missions of our time. Join us, and help shape the future of energy and transportation.
    Learn more about Tesla, Inc
    Size
    70,757 employees
    Market Cap
    $350.6 billion
    Industry
    Net Income
    $690 million
    Founded
    2003
    5 Year Trend
    +50.4%
    Revenue
    $31.5 billion
    NASDAQ

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