Regional Network Manager, Roadside Assistance Operations
Westmont, IL

Job Description

The Role

We're looking for a Regional Network Manager to assist in developing and managing the operations of a world class roadside assistance program for one of the most progressive vehicle brands in the world. Demonstrated industry knowledge of roadside assistance processes and operations is preferred, as well as an untiring focus on providing the highest service experience to our customers at all times. The right candidate will have strong analytical ability, exceptional communication skills, ability to build business partnerships with third party providers and ability to resolve challenging problems with minimal guidance. If you are interested in becoming a part of a fast-paced team supporting the latest EV technology, we are interested in hearing from you. More details about the job are listed below:

Responsibilities

* You represent the front line of Tesla's unique global roadside program and built an outstanding network of Service providers
* Lead in identifying and implementing Service provider opportunities for operational efficiency. This includes development, management and expansion of a high class service provider network
* Responsible for correct procedures and processes, training, improvement of resource management and developing KPI's an reporting
* Develop rapport with Service Providers by utilizing an engaging, genuine, and proactive approach with regular communication
* Assist in preparing a performance improvement plan for providers who are not currently meeting performance expectations. Monitor provider's progress to meeting our standard
* Assist Roadside Operations Manager with creation and management of supplier training materials in collaboration with our training and technical teams
* Ability and willingness to perform as a team member on multiple projects simultaneously and work effectively in a fast-paced, dynamic team environment with high expectations for quality
* Assist in supporting Tesla's Customer Support Team to establish super-efficient call handling procedures; develop and enhance internal tools, processes and guidance materials
* Evaluate customer feedback and engage in customer interaction to solve root causes and increase the overall customer experience from start to finish
* Proactive and responsive resolution of network and service provider concerns, issues and problems within 48 hours
* Flexible availability in order to support 24/7 operations as needed
* Assist Roadside Operations Manager in special projects to enhance and optimize the roadside assistance program

Requirements:

* Bachelor's degree preferred or equivalent work experience
* 3+ years of customer service experience (emergency response and/or automotive preferred)
* Proven ability to build develop and manage a supplier network
* Knowledge of business requirements of subcontracting and relationship management
* Demonstrated negotiation tactics and ability to influence others at all organizational levels
* Experience working with technical specialists and customer service professionals
* Self-starter with the ability to work under minimal guidance and direction
* Superior communication skills, written and oral
* Enthusiasm for delighting customers
* Have regional specific language skills (NA, APAC, EMEA)
* Valid passport and will to travel to be stay connected
* Valid driver's license
* Willing to have 24/7 on call shifts