Customer Experience Manager

Tesla participates in the E-Verify Program

What to Expect

Our Customer Experience Managers are seasoned retail veterans and naturally charismatic leaders. In this role, you will be responsible for collaborating with your Store leader to lead the recruitment, training, development, and overall management of a dynamic store team that will help Tesla accelerate the world’s transition to sustainable energy.  You will be challenged to support your team through training, coaching, motivating, and analyzing sales performance. You will be tasked with identifying events in the local market that will maximize Tesla’s brand exposure and create more Tesla owners. You will be measured by and rewarded for your ability to achieve a cumulative store sales target, drive optimal team performance, and maintain store operations.  To succeed at Tesla, you must be energetic, highly organized, and hard working. You should have a passion for sustainable energy and the ability to create exceptional customer experiences. While individual contributions will be recognized, teamwork is essential to achieve the highest level of success. We will reward team players who help others succeed and empower the team around them.

What You’ll Do

Business Health

• Collaborate with Store Manager for a shared understanding and vision of business needs and strategies
• Demonstrate sales leadership by role playing and having an active selling presence on the floor 70% of the time
• Train and develop team on sales and delivery processes
• Analyze data and collaborate with Store Manager on business strategies and set goals
• Coach and motivate team to meet assigned sales, delivery, and productivity goals
• Ensure team is fluent in all aspects of product knowledge
• Proficient in Sales and Delivery Operations with strong collaboration with both Service and Operations leadership
• Ability to oversee Delivery Operations during manager on-duty shifts
• Meet and exceed KPI, partner to achieve sales and delivery targets along with P&L requirements for location

Customer Experience

• Responsible for ensuring all employees provide best in class experience in every interaction
• Proactively mediate and resolve any customer concerns regarding vehicle preparation and quality
• Manage escalations quickly and effectively
• Empower and guide employees through challenging concerns to make decisions in the customers’ best interest while also supporting Tesla’s mission

Employee Engagement

• Recruit, train, and develop management team and employees ensuring all positions are filled in a timely manner
• Support, implement, and provide follow-up for all training
• Continually evaluate the performance of each employee and provide constant feedback to drive results
• Identify high potential talent and execute succession plans pre business needs
• Ensure all employees adhere to Tesla policies and procedures
• Resolve all people and safety issues in a timely and effective manner, collaborating with Human Resources and appropriate teams effectively

Brand Standards

• Ensure facility maintenance and showroom presentation adhere to the brand standard
• Control store expenses continually striving to reduce costs
• Ensure all employees align with Tesla’s Dress Code and Grooming Guidelines

What You’ll Bring

• Bachelor’s degree or equivalent work experience
• 2+ years applicable experience with proven track record to meet or exceed goals
• Self-starting entrepreneur with exceptional management skills and great attention to detail
• Ability to prioritize multiple projects and adhere to business-critical deadlines
• Excellent written and verbal communication skills
• Dedicated and ethical approach to sales and sales operations
• Ability to develop collaborative relationships and act as a well-respected, trusted partner that others want to work with
• Ability to work evenings and weekends in a retail environment
• Ability to relocate as needed
• Must have a valid driver’s license in country of employment
• Ability to obtain appropriate state licensing, where applicable
• This role requires you to possess a Motor Vehicle Salesperson License issued by California State Department of Motor Vehicles. Without the salesperson license, you cannot engage in sales activities
• To check if you are eligible for the salesperson license, please contact the licensing office nearest you in state of employment

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:

• Aetna PPO and HSA plans > 2 medical 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 Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• LGBTQ+ care concierge services
• 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
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary 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

$68,400 – $134,662/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 / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.

Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.

For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here). Please contact accommodationrequest@tesla.com for additional information or to request accommodations.

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