Program Manager, Robotaxi Customer Operations

Robotaxi Engineering And Operations Team MemberThe Robotaxi Engineering and Operations team is at the center of product design and deployment of autonomous vehicles. From the launch of Robotaxi on Model Y in 2025 to the revolutionary Cybercab product coming this year, team Robotaxi is at the cutting edge of AV technology. This role is responsible for adapting Tesla's customer-facing processes and systems to achieve the goals of the Robotaxi program, with a focus on delivering exceptional rider experiences.

The ideal candidate is a strategic thinker with a passion for innovation, strong operational acumen, and the ability to lead cross-functional teams through complex challenges, thriving in a fast-paced setting where adaptability, empathy, and problem-solving drive the future of transportation.ResponsibilitiesDevelop strategy and execution of Robotaxi customer operations and supportCreate, implement, and refine systems for rider support, including handling inquiries, lost and found processes, and real-time assistance to minimize disruptionsIdentify opportunities to increase efficiency in customer operations through software or automation, such as AI-driven feedback tools or self-service portalsMonitor key performance metrics, analyze customer data, and drive continuous improvements to enhance rider satisfaction and loyaltyScale Robotaxi customer operations to new markets by planning pilots, assessing risks, and iterating support strategies based on real-world feedbackWork closely with cross-functional (engineering, software, Autopilot, service, finance, field operations) teams to align customer strategies and goalsRequirementsBachelor's Degree in Business, Engineering, Operations Management, or a related field, or equivalent experience4+ years of program or project management experience, ideally in customer operations, technology or automotive; Familiarity with autonomous vehicle technology or mobility services is advantageousProven track record of managing complex, cross-functional projects with a focus on customer experience or service deliveryExperience in scaling operations or launching new products/services is a plusExceptional problem-solving skills, with the ability to troubleshoot rider issues in real-time and develop innovative solutions for customer-facing challengesStrong leadership and stakeholder management to coordinate between engineering, operations, and customer-facing teams and excellent communication skills to align teams and manage customer expectationsExpertise in process optimization, data analysis, and performance metrics to drive operational efficiencyCompensation & BenefitsBenefitsAlong 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 deductionFamily-building, fertility, adoption and surrogacy benefitsDental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contributionCompany Paid (Health Savings Accounts) HSA Contribution when enrolled in the High-Deductible medical plan with HSAHealthcare and Dependent Care Flexible Spending Accounts (FSA)401(k) with employer match, Employee Stock Purchase Plans, and other financial benefitsCompany paid Basic Life, AD&DShort-term and long-term disability insurance (90 day waiting period)Employee Assistance ProgramSick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid HolidaysBack-up childcare and parenting support resourcesVoluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insuranceWeight Loss and Tobacco Cessation ProgramsTesla Babies programCommuter benefitsEmployee discounts and perks program