Sr. Operational Lead, Lease End Experience

Tesla continues to scale at breakneck speed aligned with our mission to accelerate the world's transition to sustainable energy. To keep pace with this growth, the North America Used Cars team is seeking a dynamic problem solver with exceptional ability to challenge us to think differently. This team is responsible for the multi-billion Tesla Used Cars business focused on the intake, refurbishment, and resale of all used Tesla and non-Tesla vehicles. The right person is hungry to dive into critical challenges in the Used Cars organization, breaking down silos and partnering closely with cross-functional teams across Tesla to drive the business forward.

Tesla is seeking a Sr. Operational Lead to join our North America Used Cars leadership team and build the future Tesla lease end experience. As a Staff/Sr. Operational Lead on the Used Cars team, you will play a crucial role in shaping the long-term success of the business. Your key responsibilities will include designing and launching Tesla App tools that guide customers through every step of the lease return process, streamlining wear and tear evaluations for accuracy and transparency, and partnering with banks and leasing partners to integrate billing, documentation, dispute resolution, and damage assessment into a single, seamless return experience. This dynamic and multifaceted position requires exceptional communication skills, a developed understanding of business operations, and a track record of effectively guiding initiatives to success under challenging conditions.

This role can be located at either Palo Alto, CA or Austin, TX.

• Design and launch digital tools in the Tesla App that guide customers through every step of the lease return process, from scheduling a drop off to receiving a final invoice
• Streamline the evaluation process for excess wear and tear, ensuring that damage assessments are accurate, transparent, and consistent
• Partner with third-party banks and leasing partners to integrate billing, documentation, dispute resolution systems, and damage assessments, creating a single, seamless return experience
• Streamline processes to expedite the inspection and repair of returned vehicles, minimizing downtime and cost
• Monitor key performance indicators-such as return time, customer satisfaction scores, damage charge dispute rates, and channel churn rates-and use insights to refine processes continuously
• Produce regular reports for senior leadership that highlight improvements, cost savings, and customer experience gains achieved through the role

• 5+ years of professional experience in a company or business unit of comparable complexity
• Background in lease return operations for automotive or retail sector. Bonus if experience with designing digital tools that streamline inspection, billing, and dispute resolution processes
• Excellent analytical and problem-solving skills to assess risks and develop effective mitigation strategies
• Detail-oriented with a commitment to accuracy, quality, and confidentiality
• Can-do attitude and a maniacal sense of urgency
• Willingness to work on difficult challenges and projects regardless of discipline
• Exceptional communication and interpersonal skills to collaborate with diverse stakeholders and present complex information clearly

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.