Sr. Program Manager, Service Repair Quality

Tesla is seeking a Program Manager to own North America Service repair quality. The focus of this work is changing from all customer comebacks to 3x comebacks: customers who return three or more times. This role makes that number one the field trusts, finds why those cars come back, and changes the process and the behavior that cause the return. You will not own the repair, the diagnosis engine, or the parts catalog. You will partner across Field, Training, Field Technical Support, Warranty, and Analytics so a failed repair becomes rarer, not just better documented.

The ideal candidate is credible with technicians, has the grit to stay on a stubborn comeback number, and the horsepower to separate a bad repair from a bad part, a bad process, or a bad handoff. This role is based in Palo Alto, CA or Austin, TX, for proximity to Service Engineering, Training, and partner teams. It reports into Service Operations. Own Tesla Service repair-quality performance for North America, with the focus shifting to 3x comebacks, and run the plan that moves that metric In the first 30 days, learn the repair path end to end — from the correction on the visit through parts, the work itself, quality check, delivery, and the visit that comes back — in the tools and in a service center In the first 60 days, make the 3x comeback metric trustworthy: definition, source, owner, and what counts as a third return versus a single comeback, a new concern, a parts delay, or a customer choice Find the systemic drivers: standard work, handoff from diagnosis, parts, site process.

Do not stop at “the technician missed it” Identify the technicians, sites, and habits that are actually movable, and drive adoption. A note in the bulletin is not a result Build one view with Business Analytics so the field, Training, and leadership are looking at the same repairs Partner with Field Technical Support, Training, Warranty, and Service Engineering without waiting for a perfect org chart; Report regularly to senior leadership on the number, what was tested, and what is next Track record of taking an untrusted quality or comeback metric and making it clean enough that the people who do the work will use it Has ramped on a repair, warranty, or field-service operation — tools and shop floor — in about 30 days.

Sat with the people who do the job, not only read the process Changed technician or site behavior on quality, with a clear view of who, where, and what actually moved. Coached, did not police High EQ with technicians and managers. Can push a hard quality number without making the shop the enemy Sharp analytical horsepower: finds the real driver in noisy repair data. Comfortable with SQL or similar, and can size an opportunity on the spot 5+ years of program or operations management, ideally in automotive service, field service, warranty, or repair quality Exceptional verbal and written communication, including comfort presenting to senior leadership; Willingness to travel up to 25% to service centers 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 Expected Compensation $108,000 - $162,000/annual salary + cash and stock awards + benefits 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.