Business Analyst, Customer Experience Operations

Tesla

  • Full Time

The Role

Tesla is looking for a Business
Analyst to work for one of the most progressive vehicle brands in the world.
You will be responsible for monitoring and reporting on initiative execution,
field and operational metrics, vehicle issues, system operational impact and
scalability. This position requires collaboration with HQ business teams, Sales,
Support, Service, Delivery, and Executive Staff to proactively improve the customer
experience, employee experience and scale the business profitably. You will do
this by analyzing and distilling insights to present to key stakeholders and
executive staff in the Tesla Organization. Your core values should include a
strong desire to perform and be successful in a fast paced and innovative
environment. Ideally, position will be located remotely within California.

Responsibilities

·       
Forecast and
quantify impact of business initiatives to business. Use this information to
guide the Sales and Service Operations team in the direction with greatest
impact to the business.

·       
Manage field
feedback on service systems and provide insights to the business and IT teams
on adjustments to provide value to the front-line teams.

·       
Track progress of
ongoing initiatives across the team to ensure that we are on pace to achieve
our target.

·       
Support program
managers in building business cases for initiatives they are driving.

·       
Ad hoc data
analysis and deck preparation for executive reviews

·       
Routine analysis
and reporting on areas of opportunity to improve process and system solutions
for front line field teams and the service operations team. Provide frequent
feedback with data insight to Sales and Service Operations leaders.  

·       
Develop and
evolve a strong working relationship with peers and stakeholders across the
business

·       
Find new
opportunities to reveal data insight with your keen business senses. We expect
you to be self-motivated and find passion in Tesla

Requirements:

·       
Bachelor’s degree
and above; major in data analytics related field is preferred

·       
1+ year
experience and knowledge building data visualizations, dashboards (e.g.,
Tableau Desktop or similar BI solution), and reports

·       
Proficient
analytics and data processing skills, including analysis of big data using
Excel, SQL, Python, R, etc. Basic statistics knowledge in predictive modeling
& regression is preferred

·       
Experience in a
fast-paced environment required; Need to be able to quickly respond to
assignments

·       
Knowledge of core
concepts of call center planning including forecasting, analysis and reporting
of call center performance

·       
Exceptional
numerical reasoning, attention to detail and accuracy

·       
Good written and
oral communications skills