Tesla is looking for an experienced and analytical leader to join our North America Customer Support team. This high-impact role blends strategic program and project management with data-driven decision making and team leadership. You'll manage a small team (3-5 individuals) while owning complex initiatives that improve business processes, elevate the customer experience, and drive operational performance across multiple lines of business. You will be instrumental in identifying key pain points through rigorous analysis, designing scalable solutions, and leading cross-functional projects from ideation through execution. This role requires a unique blend of analytical rigor, product and process ownership, and leadership acumen. * Lead and manage a team of analysts and project managers, fostering a high-performance, data-driven culture. Identify, scope, and execute high-impact projects aimed at improving Customer Support operations, customer experience, and agent workflows * Own and lead project management efforts across initiatives, including stakeholder alignment, timelines, resource planning, and execution tracking * Analyze key KPIs (e.g., AHT, ASA, CSAT, Recontact Rate) to uncover trends, develop insights, and guide strategic decisions * Partner cross-functionally with Engineering, Product, Operations, and Training to implement solutions that reduce customer contacts and improve service efficiency * Build and present business cases to senior leadership using data and root-cause analysis to influence direction and priorities * Champion process improvements and automation opportunities that scale with Tesla's rapid growth. Represent the voice of the front-line teams and customers by staying close to day-to-day operations and feedback loops * Continuously evaluate business performance and proactively suggest improvements to meet long-term strategic goals * 5+ years of experience in program or project management, business operations, or analytics roles, ideally within a high-growth, customer-facing environment * Strong analytical skills and fluency in interpreting complex datasets to drive decision-making; advanced Excel and data visualization skills required (SQL and/or Python a plus) * Track record of delivering cross-functional projects end-to-end with clear business impact * Excellent communication and presentation skills with the ability to influence stakeholders at all levels * Deep understanding of customer support metrics, KPIs, and operational levers for improvement * Hands-on approach, comfortable with ambiguity, and able to operate independently in a fast-paced environment * Bachelor's Degree in Business, Engineering, Analytics, or a related field, or equivalent experience