NOC Manager, Global Charging

The NOC Manager works on the Global Charging Operations team in Buffalo, NY. The ideal candidate has experience leading teams within the customer service or utility industries. This role is part of the Tier 1 monitoring team working to ensure superior customer experience 24-7 on the Supercharger network. The individual will work closely with Energy Service, Charging Asset Management, internal engineering teams and external parties.

Responsibilities

• Lead the Global Network Operations Center in all aspects to drive a reliable, first-class customer experience through monitoring, issue management and continuous problem solving.
• Responsible for team performance, KPIs, program management, planning with key stakeholder teams (T2, Service Engineering, Field Service), training & development of the team, swing shift coverage
• Hire, manage, develop and retain a team of highly responsive specialists focused on network and site health in their day-to-day jobs and matrix manage cross-functional teams to their SLA's
• Responsible for incident and escalation management, holiday and disruption/weather campaigns including network readiness, event monitoring and updates for leadership
• Lead new tools/processes development and implementation with internal cross-functional teams to improve efficiency of monitoring, detection and communication
• Drive scalable, robust processes which accelerate the charging team's business goals
• Represent the team with internal and external counter parties

Requirements

• Degree & 4-6 years of experience working in a similar role or industry with 24-7 business operations, or equivalent experience
• Experience coordinating in fast-paced environments and teams
• Ability to manage multiple projects with an eye for efficiency and priority
• Superior communication skills with ability to discuss technical topics with a range of audiences
• Highly energetic personality, with a flexible attitude towards critical tasks
• Available to work weekends and on holidays

Compensation and Benefits

Benefits

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)
• LGBTQ+ care concierge services
• 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
Expected Compensation
• Supervisor Technical Programs - $85,000 - $127,500/annual salary
• Associate Mgr Technical Programs - $115,600 - $173,400/annual salary
• Mgr Technical Programs - $139,400 - $209,100/annual salary
• Sr Mgr Technical Programs - $153,000 - $229,500/annual salary

+ cash and stock awards + benefits

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.