Tesla

Makes electric cars, robotaxis and grid batteries

Staff Program Manager - Customer Insights & Market Data

Data AnalysisPosted on Nov 10

Full-timeFremont, CA, USANo salary listedIn-person

About the Job

Requirements

A degree in Business, Analytics, Economics, or equivalent experience, and 5+ years of professional experience.
Strong analytical skills; technical analytics skills such as SQL and Tableau are preferred.
Curiosity about customer insights and enabling best-in-class customer experience.
Ability to use modeling to translate complex ideas and assumptions into actionable analysis and planning.
Demonstrated ability to drive tangible impact and influence within a broader organization, especially in an analytical or operational role.
Strong written and verbal communication skills, particularly with senior business leaders.
Ability to lead cross-functional projects and work collaboratively.
Problem-framing, problem-solving, and project management skills.

Responsibilities

Own and maintain global customer surveys for Sales, Delivery, and Service, as well as customer satisfaction measurement.
Capture and measure customer feedback aligned with business operations in partnership with regional operations teams, and keep surveys current with operational, process, and product updates.
Track customer satisfaction, customer retention, and business operational performance using surveys and operational metrics, leveraging analytics tools and methods such as topic modeling or summarization.
Act as a program manager to enable features and functionalities in the survey tool, improving survey management in partnership with the software team.
Own and maintain market data, including vendor data management; gather data needs and requirements from global planning teams, purchase relevant market data, and use analytical tools to make data broadly accessible across the organization.
Align metrics definitions and reporting, including registrations and make/model market share, in collaboration with regional planning and analytics teams.
Generate actionable insights to improve operations and customer experience using surveys or market analyses on specific topics.
Communicate data-driven recommendations to leadership to support successful implementation of change initiatives.

Desired Qualifications

Technical analytics skills such as SQL and Tableau.

Category	Engineering & Information Technology
Location	Fremont, California
Requisition ID	287097
Type	Full-time

Job Description

<p>The Business Analytics team supports Tesla’s mission by generating actionable reporting & insights in partnership with regional planning, and operations teams to drive informed decision making and enabling strategic priority setting. We combine world-class analytics with broader business decision-making and strategy, directly supporting Tesla’s leadership team.</p><p>This role will work side-by-side with the global sales & service planning/operations/customer experience teams to track our end-to-end customer experience and help inform and prioritize critical business initiatives to achieve best-in-class customer experience and market growth. You will use your passion for quantitative and qualitive data about customer & market insights to maintain our global surveys, develop insightful reporting and analyses, and drive decision-making that support our sales & service organizations. You will partner closely across functions to find and execute on the highest leverage opportunities.</p>

Job Responsibilities

Global customer surveys’ ownership and maintenance (Sales, Delivery, Service), and CSAT measurement
Capture and measure customer feedback aligned with our business operations in partnership with regional ops teams, and ensure surveys are up to date with our latest operations, processes and products updates (feedback loop)
CSAT, customer retention and business operation performance tracking using surveys and operational metrics, and leveraging various analytics tools & methods such as topic modelling or SI summarization
Act as a program manager to enable features and functionalities in our survey tool, making survey management more effective, working with our software team
Market data ownership and maintenance, including vendor data management, gathering data needs and requirements from global planning teams including purchasing any relevant market data, and leveraging analytical tools to democratize data across the organization
Metrics definition and reporting alignment (registrations, make/model market share) in collaborations with regional planning teams & analytics team
Actionable insights to drive improvements in operations and customer experience leveraging surveys or market analyses on specific topics of interest
Communicate data-driven recommendations to leaderships to drive successful implementation of change initiatives

Job Requirements

Degree in Business, Analytics, Economics or equivalent experience and 5+ years of professional experience
Excellent analytical skills. Technical analytics skillsets are preferred (e.g., SQL, Tableau)
A deep sense of curiosity about customer insights and enabling best-in class customer experience
Excellent ability to use modeling to translate complex ideas/assumptions into actionable analysis/planning
Evidence of exceptional ability, especially within an ambiguous environment, and a strong drive for excellence
Demonstrated success driving tangible impact / influencing within a broader organization, especially in an analytical/operational role
Strong written and verbal communication skills, particularly with senior business leaders
Highly collaborative, team-oriented, and comfortable leading cross-functional projects
Excellent problem-framing, problem solving and project management skills

About the Company

Tesla

Makes electric cars, robotaxis and grid batteries

Tesla makes electric cars and batteries that store power for homes and utilities, and it develops self-driving software and humanoid robots. In 2023, its Model Y became the first electric vehicle to rank as the world's best-selling car. Buyers order the Model 3 sedan, Model Y SUV, or Cybertruck pickup directly from Tesla instead of through dealers, and they charge on its Supercharger fast-charging network. It also sells Megapack and Powerwall batteries, runs a robotaxi service, and charges drivers a monthly fee for self-driving software that still needs their supervision. Tesla was founded in 2003, with Elon Musk as its lead early investor and a recognized co-founder, and it is based in Austin, Texas.

Company size: 10,001+
Company stage: IPO
Headquarters: Austin, TX
Founded: 2003

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