Business Resolution Partner

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.

Location can be located at any of our Tesla Sales, Service and Delivery sites.

• Support Tesla Service with resolving customer escalations 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 Lemon Law legislation 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

• 5+ years in automotive service centers, preferably in front-of-house and/or service management roles
• Deep understanding of vehicle service operations and repair processes
• Comfortable working with and presenting to senior/executive leadership
• Excellent leadership, communication, and interpersonal skills with a high degree of professionalism
• Adept in managing high volumes of cases/projects simultaneously in an extremely fast-paced environment with tight deadlines
• Capacity to travel up to 50% domestically with the ability to travel internationally, if needed
• Acute attention to detail, strong work ethic, and a sense of urgency.Ability to maintain a high degree of confidentiality and exercise sound business judgment

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)
• 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

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.