Thomas Herbert

About Thomas Herbert

Experienced Service & Customer Experience Leader | Building High-Performing Teams and Transforming Operations for ImpactWith 25+ years leading service and customer experience operations, I’ve built a reputation for developing strong teams, elevating customer satisfaction, and delivering measurable operational improvements. My leadership philosophy combines mentorship, data-driven decision-making, and an unwavering focus on the customer journey. What I Deliver:Staff DevelopmentStrong leaders create strong teams. At Porsche Milwaukee North, I launched an onboarding and growth program that increased production by 50% and exceeded financial targets three years running.Customer ExperienceEvery touchpoint matters. I’ve raised CSI scores from 778 to 992 (Top 10% nationally at Porsche), and led Ford, BMW, and Tesla teams to consistently outperform regional and national benchmarks—including maintaining 96.7% CSAT across 44 Tesla locations in 24 states.Operational ExcellenceUsing Lean and Kaizen principles, I’ve reduced dwell times, cut cycle times, and streamlined workflows. At Lakeside Trucks, we lowered cycle times by 10%, and at Audi North Shore, I consolidated four platforms into a single mobile-friendly system to improve efficiency and satisfaction. What Others Say:\"Tom is a servant leader with a rare blend of authenticity, vision, and execution. He simplifies complex problems, builds trust, and consistently delivers measurable results.\"I’m passionate about leading transformative teams, solving complex challenges, and driving customer-focused excellence.Let’s connect and explore how we can work together to deliver results.

Experience

1. Service Program Operations

   Tesla

   Aug 2024 — Present

   As a Service Program Manager supporting North America Service Operations, I lead initiatives that improve scalability, drive operational excellence, and enhance the customer experience across Tesla’s automotive service network. My role bridges strategy and execution—aligning field service, training, customer feedback, and financial performance to deliver measurable outcomes.I oversee a team of mobile service field leaders, technical trainers, and service development specialists, providing guidance and support to field technicians and customer service representatives across multiple regions. Through data-driven decision-making, cross-functional collaboration, and hands-on leadership, I help shape the future of Tesla service delivery.Key Objectives & Achievements:Lead technical training programs for field technicians and customer service reps, increasing skill versatility and improving service consistency.Guide mobile service operations across regions, improving efficiency through demand-based routing and standardized tooling processes.Develop and implement innovative processes and service packages to elevate the customer experience and improve brand loyalty.Collaborate with cross-functional teams including Sales, Marketing, Engineering, and Finance to align strategy and drive shared outcomes.Evaluate existing workflows and implement scalable solutions that reduce operational costs and increase throughput.Utilize customer insights and feedback loops to iterate on process design, increase first-time fix rates, and elevate CSAT performance.Conduct in-depth financial and KPI analysis to identify areas for revenue growth, cost control, and service profitability.I’m proud to contribute to Tesla’s mission by helping evolve service operations that are as forward-thinking as the vehicles we support.