Supervisor, Customer Operations

Description:
The Customer Operations Supervisor will lead a team of 10-25 project advisors strategically located across the US and Philippines, ensuring alignment with organizational goals, project milestones, and customer expectations. This role requires a strategic thinker with strong leadership, communication, and problem-solving skills to drive team performance, maintain quality standards, and foster a collaborative work environment.
The ideal candidate will have a proven track record in project management, team leadership, and process optimization, with the ability to escalate and resolve complex issues while maintaining high client satisfaction.

Responsibilities:

Team Leadership: Supervise and coach a team of project advisors to achieve project delivery goals, quality standards, and customer satisfaction metrics

Project Oversight: Monitor project timelines, milestones, and deliverables, ensuring alignment with client requirements and internal protocols

Customer Communication: Act as a liaison between project advisors and clients, ensuring clear, timely, and accurate communication

Process Improvement: Identify inefficiencies in project workflows, implement solutions, and drive continuous improvement initiatives

Performance Management / Training & Development: Conduct regular performance reviews, provide feedback, and develop action plans to address gaps in team performance. Lead training sessions, mentor advisors, and ensure adherence to company policies, tools, and best practices

Data Analytics: Track and analyze project metrics (e.g., SLA compliance, client feedback, productivity) to inform decision-making and report insights to leadership

Cross-Functional Collaboration: Work with stakeholders, technical teams, and other departments to resolve project-related challenges and ensure seamless execution

Requirements:

Experience: 4+ years of experience in project management, team leadership, or a similar role. Prior experience in customer-facing roles or process optimization is a plus

Technical Skills: Proficiency in project management tools (e.g., JIRA, Asana, Trello) and strong data analysis capabilities

Problem-Solving: Strong analytical skills to identify root causes of project delays or client issues and implement effective solutions

Leadership: Proven ability to motivate teams, resolve conflicts, and drive performance through coaching and mentorship

Adaptability: Comfortable working in a fast-paced environment, managing multiple priorities, and adapting to changing project requirements

Interdepartmental Collaboration: Strong interdepartmental communication and collaboration skills to ensure seamless coordination across teams

Analytics Proficiency and Communication: Proficient in Tableau, Excel, and other analytics platforms to interpret data and drive actionable insights. Meticulous in tracking project progress, documentation, and client interactions. Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly to clients and team members

Compensation & Benefits:

Benefits

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