Responsibilities

• Design and execute proactive outreach campaigns to solicit reviews from satisfied customers across key platforms, including Google and Trustpilot
• Build structured post-purchase follow-up sequences for new customers to capture timely, authentic feedback at peak satisfaction moments
• Monitor all review platforms daily across Tesla Direct territory locations, flagging and escalating negative experiences in real time to the appropriate internal teams — service, sales, and operations — for rapid resolution
• Craft professional, on-brand responses to reviews across all platforms, turning detractors into advocates wherever possible
• Identify patterns in negative feedback and escalate systemic issues to leadership with clear, actionable recommendations
• Track and report on KPIs including review volume, average star rating, response rate, and sentiment trends across all Direct territory locations
• Benchmark Tesla Direct reputation performance against competitor territories and industry standards to continuously inform and refine strategy

Requirements

• Proficient in leveraging AI tools to accelerate content creation, review response drafting, and sentiment analysis — with disciplined prompt engineering and careful validation of all outputs before publishing
• 3+ years of experience in online reputation management, customer experience, or a closely related role; automotive, EV, or direct-to-consumer experience is a plus
• Demonstrated success running review solicitation programs that materially improved ratings or review volume
• Strong written communication skills with the ability to craft empathetic, on-brand responses under pressure
• Analytical mindset with experience tracking performance metrics and translating data into actionable strategy
• Familiarity with reputation management platforms such as Birdeye, Podium, Sprinklr, Medallia, Reputation.com, or Google Business Profile
• Self-starter who thrives in a fast-paced, high-ownership environment with the ability to work cross-functionally and influence without authority across sales, service, and operations teams

Preferred

• Automotive, EV, or direct-to-consumer experience is a plus

Benefits

• Medical plans > 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 Accounts) HSA Contribution when enrolled in the High-Deductible 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 (90 day waiting period)
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays