Market Asset Manager, Charging

About the position

Tesla sets the bar for a trustworthy & resilient charging network. The Charging Operations team ensures that Tesla continues to deliver the best possible charging customer experience through proactive engagement and growth of the global charging network. The Market Asset Manager works on the North America Charging Operations team in Palo Alto, CA or Austin, TX and will support West Coast operations. The role is responsible for maintaining excellent customer experience through UI accuracy & the review, diagnostics and resolution of non-charging asset related issues. The individual will work closely with energy service, market asset management, internal engineering teams and external sites hosts & vendors.

Responsibilities

• Review, diagnose and resolve non-charging asset-related issues identified through customer feedback, site hosts and social platforms to maintain site level excellence, working with internal teams and external vendors
• Take the highest level of ownership of the customer journey and experience
• Resolve a high-volume of real-time site issues within assigned submarket; success will be measured on time and quality of resolution
• Coordinate resources, provide clear direction, timelines, and deliverables for internal and external stakeholders, closely monitoring and proactively following up
• Create budgets, purchase orders, invoice audits & approvals
• Responsible for data management of non-charging assets, customer-facing information for arrival experience, site opening customer-facing validations, UI/app bug escalations, and Trip Planner optimization flags; review data for trends and support preventative maintenance campaigns
• Work in close partnership with energy service and deployment teams to define and meet customer experience SLAs, continuously improving customer feedback

Requirements

• Bachelor's degree in a relevant field of study, or equivalent experience; experience in construction industry is a plus
• Proficient with Microsoft Outlook, Excel, PowerPoint, Word
• Energetic, diplomatic, and cooperative communication style to positively influence project outcomes
• Ability to manage multiple high-priority tasks efficiently, with strong attention to detail, in a high-change environment
• Passionate about improving the customer experience and representing the Tesla brand to external stakeholders
• Proactive and resourceful in identifying problems and non-standards, offering creative solutions