Led a service operations team of 4 Assistant Managers and 45 advisors/technicians across four regions covering 13 states with responsibility over Mobile Service scheduling and routing, preparation of all service visits across the territory, and remote diagnostics of Tesla vehicles.
Increased CSAT from 82% to 94% from Q4 2021 to Q2 2022. Ranked 1st in North America.
When taking over the team in Nov 2021 we ranked 7th of 8 territories on a weighted scale of six KPIs. By end of Q1 2022, we ranked 1st for two quarters straight.

Leads the creation of new processes and implementation to support the Tesla Semi including but not limited to identifying business system needs, new location planning, service processes, customer experience, technician training and onboarding, and building cross-functional feedback loops with engineering and quality teams.

JAN 2018 - SEPT 2020

JAN 2014 - DEC 2017

Product Owner of Mack’s Siebel CRM, worked cross-functionally with IT to give user feedback, test new enhancements, report bugs, and communicate business priorities
Decreased high inventory over three months by ~12% through running and implementing sales programs focused on promoting Extended Warranty coverage

Promoted to lead the entire service appointment preparation program supporting 8 territory field leaders across North America, each with a team of 30-50 advisors and technicians.
Spearheaded the improvement and launch of new field level reporting and KPIs for our territory appointment preparation teams.
Created and launched a plan to focus our efforts on improving customer communication. Created and implemented training for the field on Warm Customer Communications.

My Experience

Managed three Product Managers with responsibility of the road map for three Tesla Internal Products – Scheduling / Sales Management Platform (CRM) / Tesla Real Estate Tool.
Grew the scheduling development team to 15 engineers as the product expanded in scope to include the creation of a routing algorithm for Mobile Service.

JUNE 2011 - JAN 2012

Defined product vision and roadmap based on an understanding of user behavior, business direction and by utilizing data-driven decisions.
Led full stack team of 6 engineers via weekly sprints to develop and implement enhancements for the ~60,000 users of Tesla’s Global Scheduling System.
Increased efficiency and streamlined product development into one cohesive system by decreasing from five siloed Product Managers to one.

Developed business cases for improvement of parts sales, customer service, and service retention based on MOM and YOY performance at the dealer and district levels
Utilized Excel and Business Objects for market share reporting including allocation of annual sales goals for each district

Brittany Keith

Improved the customer experience in scheduling test drives by removing barriers to entry and smoothing out systematic friction points for the customer. Decreased No Show Rate by 20%.
Worked with District and Store Managers as an internal consultant to improve their test drive strategy (ie. customer no show rate, conversion rate).

Co-product managed the internal development of the Siebel CRM utilized by Mack and Volvo Truck dealerships; enhancements focused on developing functionality and improving user experience.
Ensured engagement of pilot dealers testing each release by building relationships through in-person training, user feedback, and sharing CRM best practices.

NOV 2021 - PRESENT

Created the Enterprise CRM Strategy and leads the Salesforce product road map for Volkswagen, Audi and Ducati Credit North America. Practices SAFe Agile Methodology.
Manages team of three with responsibility over the Enterprise Salesforce CRM implementation and optimization of Marketing Cloud, Sales Cloud, Service Cloud, and C360.

SEPT 2012 - JAN 2014

SEPT 2020 - NOV 2021

To improve customer service, established regular communication for the central parts warehouse which kept dealers apprised of delays in delivery. Managed crisis communications.
Created new communication channels by delivering 110 pieces of marcom collateral (blogs, articles, etc.) in 2014 to educate customers on the benefits of servicing their trucks at dealerships

Managed internal and external communications to the Schools Command (digital and print)
Supervised 2-3 enlisted airmen in daily operations of office