Product Manager, Customer Support Operations

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Product Manager, Customer Support Operations

| Job Category | Engineering & Information Technology | | Location | Fremont, California | | Req. ID | 266962 | | Job Type | Full-time |

What to Expect

Tesla seeks a Product Manager to transform customer support operations through innovative software solutions. You'll own the platform powering global support teams, partnering with Engineering, Operations, and Data teams to build capabilities that improve agent efficiency and customer outcomes. This high-impact role offers significant growth potential in a fast-paced environment that demands quick learning and creative problem-solving.

What You’ll Do

• Establish product vision and roadmap for internal tools powering customer support across phone, chat, email, and service center channels
• Analyze agent workflows through shadowing, interviews, and data to identify opportunities reducing handle time and improving first-contact resolution
• Partner with Engineering to define requirements, scope features, and ship solutions balancing efficiency, experience, and technical feasibility
• Collaborate with Data teams to establish metrics, measure impact, and validate decisions with quantitative insights
• Work with Customer Support Operations to test solutions, drive adoption, and iterate based on real-world usage
• Manage dependencies across competing priorities while maintaining focus on customer and agent impact
• Present trade-offs and recommendations to cross-functional stakeholders and leadership, driving alignment through data-driven storytelling

What You’ll Bring

• 2-5 years Product Management, Operations, or Consulting experience with strong analytical skills and customer-first mindset
• Exceptional cross-functional collaboration abilities with proven track record translating technical concepts for operators and operational needs for engineers
• Bias for action with comfort managing ambiguity, prioritizing ruthlessly, and making decisions with incomplete information
• A proactive mindset, with a bias toward taking action based on available information and the ability to work through ambiguity
• Experience working with AI in a customer support capacity a plus

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:

• 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

• $112,000 - $204,000/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.

Tesla is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any factor, including veteran status and disability status, protected by applicable federal, state or local laws.

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