Jacky Lam
Revolutionizing The Warranty Service Lifecycle Management Using Generative AI For Disruptive Innovation
With the increasing complexity of service operations in today’s landscape, scalability and efficiency is critical for any automaker’s success. Jacky will share his experience building a sustainable service campaigns, compliance, and warranty operations team at Tesla for 7 years without increasing headcount. He will cover several contributing factors that made this possible, such as effective partnering with key stakeholders and embracing the power of automation.
Bio
Jacky Lam formerly served as the Manager of Service Campaigns & Compliance at Tesla, overseeing all customer service campaigns, technical service bulletins, recalls, regulatory reporting, and the warranty program. He joined Tesla in 2017 in advance of its pivotal Model 3 launch and played an integral role in scaling service operations as vehicle production and deliveries underwent exponential growth. Before his departure in 2024, he spearheaded development of the Tesla Cybertruck warranty. Prior to Tesla, Jacky was a management consultant at Deloitte, helping finance executives improve their operations by streamlining processes and implementing enabling technologies.
Jacky is a San Francisco Bay Area native, Santa Clara University alum, and a diehard (Oakland, now Las Vegas) Raiders fan.