(Associate) Project Manager of Service Value-added

Tesla Taiwan is recruiting a Project Manager responsible for the management of value-added services in the Taiwan market, including but not limited to: refined management of customer experience and satisfaction, coordination and management of third-party (outsourced/partner) vendors, business data analysis, and performance improvement. Specific scopes include, for example: negotiations for heat insulation film/coatings/vehicle accessories and related e-commerce businesses, site entry assessments, pre-entry SDS (Sales/Delivery/Service) communications, construction site renovations and expansions, personnel training and certification, assistance with frontline site management; integration of vendor training resources, planning and execution of periodic events and marketing promotions; as well as collection of new business requirements and market research, project launches, and operational management.

Job Responsibilities:

With elevating customer satisfaction as the primary goal, responsible for reviewing the effectiveness of customer experience projects and driving optimizations; maintaining premium customer relationships to enhance overall customer experience.

Closely monitor changes in the market environment, customer demands, and trends in product technology development.

Responsible for establishing and perfecting the operational standards system for value-added services, formulating audit mechanisms and implementing improvements; ensuring the execution of various standards, tracking implementation status, and regularly producing execution assessment reports.

Responsible for interfacing and coordinating with suppliers/vendors of value-added services, handling related after-sales service issues, ensuring the quality of value-added services and installation capabilities, and conducting surveys and oversight of service experiences.

Responsible for operational data analysis of value-added services, identifying pain points in achieving business targets, optimizing business development processes, formulating clear and detailed plans and strategies to enhance operational efficiency and customer experience.

Responsible for interfacing with various service centers and other relevant internal departments needs, combining value-added services operational data analysis to provide targeted business coaching and improvements.

Continuously promote and improve compliant operational standards, system optimizations, work standards, and business processes at service sites to enhance service efficiency.

Responsible for industry environment analysis, by cleaning, compiling, and analyzing first-hand and second-hand data, researching the overall environment, industry chain, market size and growth rate, competitive landscape, and development trends, and assessing industry risks and opportunities.

Responsible for consumer research, using qualitative or quantitative methods such as surveys, interviews, and VOC (Voice of Customer) analysis to investigate target customer groups consumption behaviors and potential needs.

Through competitor analysis, grasp major competitors business layouts and development strategies, and conduct in-depth analysis of benchmark competitors specifications, market performance, and consumer feedback.

Strategic Planning: Based on insights into the industry environment, consumers, and competitors, combined with the company's strengths and weaknesses, provide concrete recommendations on brand positioning, product line planning, marketing channels, and promotion methods.

Interface with and operate related training programs for value-added services to ensure resources and information are delivered timely and effectively.

Identify reasonable suggestions and potential risk cases from internal and external customers, report or escalate them upward in a timely manner, and provide effective recommendations.

Complete other tasks assigned by the company on time as required by work needs.

Qualifications:

Bachelor's degree or above; preference for candidates with three or more years of relevant project management/vendor management experience.

Bonus points for experience in e-commerce platform operations.

Preference for candidates who are detail-oriented, possess data analysis capabilities and basic financial knowledge.

Excellent problem-solving abilities, with the capacity to establish and maintain good cooperative relationships with internal and external partners.

High self-motivation and stress resilience, able to handle multiple tasks simultaneously in a fast-paced environment and enjoy challenges.

Excellent oral and written communication skills in both Chinese and English; proficient in PowerPoint presentation creation and Excel functions/data analysis and processing.

Willing to travel as required by business needs.

Tesla Taiwan 正在招募一位專案經理負責台灣市場的加值服務管理工作,包含但不限於:客戶體驗與滿意度之精緻化管理、第三方(外包/協力)廠商協調管理、業務數據分析與成效提升等。 具體範疇例如:隔熱紙/ 鍍膜/ 車輛配件及相關電商業務洽談,進駐評估、進駐前 SDS(Sales/Delivery/Service)溝通、施工場地改建與擴建、人員教育訓練與認證、協助第一線現場管理等;廠商教育訓練資源整合、不定期活動籌辦與行銷宣傳等;以及新增業務的需求收集與市場調查、專案上線與營運管理等。

工作職責:

以提升客戶滿意度為首要目標,負責客戶體驗專案的成效檢討與驅動優化;維護優質客戶關係,提升整體客戶體驗。

密切關注市場環境、客戶需求的變化,以及產品技術的發展趨勢。

負責加值服務營運標準體系的建立與完善,制定稽核機制並實施改善;落實並追蹤各項標準的執行狀況,定期產出執行評估報告。

負責與加值服務之供應商/廠商對接協調,處理相關售後服務問題,確保加值服務與施工能力的品質,並進行服務體驗的調查與監管。

負責加值服務的營運數據分析,找出業務目標達成上的痛點,透過優化業務發展流程,擬定明確且詳實的方案與策略,提升營運效率與客戶體驗。

負責對接各服務中心及內部其他相關部門的需求,結合加值服務營運數據分析,進行針對性的業務輔導與提升。

持續推動並改善服務現場的合規營運規範、系統優化、工作標準及業務流程,以提升服務效率。

負責產業環境分析,透過清理、彙整與分析第一手及第二手資料,對總體環境、產業鏈、市場規模與成長率、競爭環境、發展趨勢進行研究,判斷產業風險與機會。

負責消費者研究,透過問卷、訪談、VOC(客戶心聲)分析等質化或量化方式,調查目標客群的消費行為及潛在需求。

透過競爭對手分析,掌握主要競品的業務佈局與發展戰略,並針對標竿競品的規格參數、市場表現與消費者回饋進行深度分析。

策略規劃:基於對產業環境、消費者及競爭對手的洞察,結合公司的優劣勢,對品牌定位、產品線規劃、行銷通路及推廣方式提出具體建議。

對接並營運加值服務類的相關教育訓練,確保資源與資訊即時且有效地傳遞。

識別內外部客戶的合理建議與潛在風險案例(Case),及時向上呈報或升級處理,並提出有效建議。

根據工作需求,按時完成公司交辦的其他事項。

徵才條件:

大學(含)以上學歷;具備三年以上相關專案管理/ 廠商管理經驗者佳。

如有電商平台營運經驗者加分

注重細節,具備數據分析能力與財務基礎知識者優先考慮。

具備優秀的問題解決能力,能與內外部合作夥伴建立並維持良好的合作關係。

具備高度自我驅動力與抗壓性,能夠在快節奏的環境中同時處理多項任務,且樂於接受挑戰。

具備優秀的中英文口語與書面溝通能力;精通 PowerPoint 簡報製作及 Excel 函數/數據分析與處理等操作技能。

能配合業務需求進行適當的出差。