Business Resolution Partner

Job Description

The Business Resolution team consists of intelligent and driven individuals that use their industry experience and problem-solving skills to tackle complex business challenges. This team collaborates with various internal stakeholders to develop innovative solutions that influence Tesla’s processes, procedures, systems, and best practices to provide all Tesla customers an exceptional ownership experience.

The ideal candidate for the Business Resolution Partner role will be able to exercise a high degree of discretion and use sound, independent judgment to evaluate each situation, assess risk, and determine a solution with both the customer’s and Tesla’s interests in mind. To excel, the candidate will need to thrive in problem solving, conflict management, and objective, fact-based decision-making.

Job Responsibilities

• Support Tesla Service with resolving customer escalations, vehicle buyback, and Lemon Law-related claims in an efficient and timely manner 
• Partner with field teams to understand the customer’s concerns, repair history and prior communications to determine the appropriate resolution financial, legal, and operational implications
• Assess service center operations and work with local/regional management on improvements
• Maintain a deep understanding of local/regional laws to mitigate litigation and compliance risk
• Analyze trends and identify opportunities to improve Tesla Service through in-field trainings, updated policies/procedures, and robust internal tools and reference materials, e.g., operational guidebook
• Support reporting activities to highlight key areas of improvements to Tesla executive/leadership teams
  

Job Requirements

• Resolve customer escalations, vehicle buybacks, and Lemon Law claims quickly, with a clear view of financial, legal, and operational impact
• Partner with field and service-center teams on customer concerns, repair history, and prior communications to determine the right resolution
• Maintain deep knowledge of local and regional consumer, warranty, and service laws to reduce litigation and compliance risk
• Assess service-center operations and work with local and regional leadership on process, policy, and performance improvements
• Spot trends and drive better outcomes through field training, updated procedures, and stronger internal tools and reference materials
• 5+ years in automotive service (front of house or service management preferred), and ready for up to 50% domestic travel (international as needed) in a high-volume, deadline-driven environment
• Fluent French and English, written and spoken