Delivery Operations Manager, Auckland

2 weeks ago

Auckland, Auckland, New Zealand Tesla Full time
What To Expect
The Operations Manager is responsible for delivering an exceptional experience to our customers, developing team members, and managing day-to-day vehicle delivery operations. The role supports our Store Leader as second in charge and must deliver excellent results and achieve goals quarter after quarter, month after month, on all aspects of customers, people, operations, and financials. The ideal candidate has the technical acumen to be able to communicate effectively with internal teams, excellent time management abilities and is passionate about leading change while inspiring teams. This role directly supports Tesla's mission by ensuring an exceptional and memorable buying experience for our customers.

To succeed at Tesla, you must be energetic, highly organized, and hard working. You should have a passion for sustainable energy and the ability to create exceptional customer experiences. While individual contributions will be recognized, teamwork is essential to achieve the highest level of success. We will reward team players who help others succeed and empower the team around them.

What You'll Do
Business Health
  1. Lead the delivery experience with the Tesla Advisors in order to meet and exceed targets
  2. Actively set individual and team targets for team and actively train, coach, and develop them
  3. Proficient in Sales Operations; strong collaboration with store leadership ability to lead sales floor during Manager on Duty Shifts throughout location operating hours, including weekends
  4. Assist in the planning, implementation, and follow up of vehicle prep & logistics operational tasks and projects including, but not limited to vehicle movement coordination from logistics hubs, site management and delivery schedule
  5. Oversee daily delivery centre operations including but not limited to customer satisfaction, yield, dwell time and revenue recognition
  6. Support the Store leader in headcount planning, recruitment and interviewing of candidates who possess the skills necessary to help achieve Tesla goals
  7. Help control expenses, including staffing, supplies, and services
  8. Work collaboratively with other departments, particularly Store Leader, Logistics, Sales Operations, Registration, and Service Department to enhance customer experience
  9. Represent Tesla in a professional and responsible manner when communicating with others both inside and outside the company
  10. Monitor daily deliveries, create reporting metrics, and actively review information with the Store Leader
  11. Maintain constant focus on improving the Tesla delivery experience
  12. Demonstrate fluency in the local market's registration requirements and processes
  13. Perform additional responsibilities as assigned when business needs arise
  14. Meet and Exceed KPI, partner to achieve sales and delivery targets along with P&L requirements for location
  15. Proficient in Sales Operations; strong collaboration with store leadership ability to lead sales floor during Manager on Duty Shifts
Customer Experience
  1. Responsible for ensuring all employees provide best in class experience in every interaction
  2. Determine resources needed to ensure vehicle preparation for customer appointments are staffed appropriately.
  3. Proactively mediate and resolve any customer concerns regarding vehicle preparation and quality.
  4. Manage escalations quickly and effectively
  5. Empower and guide employees through challenging concerns, to make decisions in the customers' best interest while also supporting Tesla's mission
Employee Engagement
  1. Recruit, train, and develop management team and employees ensuring all positions are filled in a timely manner
  2. Coach and lead the Tesla Advisor team to fulfil their KPI's where required, particularly in Store Leader's absence
  3. Support, implement and provide follow-up for all training
  4. Continually evaluate the performance of each employee and provide constant feedback to drive results
  5. Identify high potential talent and effectively succession plan for needs of the business
  6. Ensure all employees adhere to Tesla policies and procedures
  7. Resolve all people and safety issues in a timely and effective manner, collaborating with Human Resources and appropriate teams effectively
Brand Standards
  1. Ensure facility maintenance and showroom presentation adhere to the brand standard
  2. Control store expenses continually striving to reduce costs
  3. Ensure all employees align with Tesla's Dress Code and Grooming Guideline
What You'll Bring
  1. Bachelor's degree or evidence of exceptional ability
  2. 2+ years of applicable experience with proven track record of meeting or exceeding goals in a service-focused industry; automotive expertise is not required
  3. Strong and proven experience leading field, technical repair or manufacturing teams in a fast-paced, technology-driven environment with strong customer facing responsibilities
  4. Ability to problem solve, prioritize multiple projects and adhere to business-critical deadlines
  5. Excellent written and verbal communication skills
  6. Dedicated and ethical approach to Tesla standards
  7. Ability to develop collaborative relationships acting as a well-respected, trusted partner with whom others want to work
  8. Ability to work evening hours, weekends and holidays in a retail environment
  9. Valid driver's license in the country in which you are applying, 2-year minimum driving record required with a clean driving history
  10. Ability to obtain appropriate licensing, where applicable
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