Delivery Operations Manager, Auckland

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

Lead the delivery experience with the Tesla Advisors in order to meet and exceed targets

Actively set individual and team targets for team and actively train, coach, and develop them

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

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

Oversee daily delivery centre operations including but not limited to customer satisfaction, yield, dwell time and revenue recognition

Support the Store leader in headcount planning, recruitment and interviewing of candidates who possess the skills necessary to help achieve Tesla goals

Help control expenses, including staffing, supplies, and services

Work collaboratively with other departments, particularly Store Leader, Logistics, Sales Operations, Registration, and Service Department to enhance customer experience

Represent Tesla in a professional and responsible manner when communicating with others both inside and outside the company

Monitor daily deliveries, create reporting metrics, and actively review information with the Store Leader

Maintain constant focus on improving the Tesla delivery experience

Demonstrate fluency in the local market’s registration requirements and processes

Perform additional responsibilities as assigned when business needs arise

Meet and Exceed KPI, partner to achieve sales and delivery targets along with P&L requirements for location

Proficient in Sales Operations; strong collaboration with store leadership ability to lead sales floor during Manager on Duty Shifts

Customer Experience

Responsible for ensuring all employees provide best in class experience in every interaction

Determine resources needed to ensure vehicle preparation for customer appointments are staffed appropriately.

Proactively mediate and resolve any customer concerns regarding vehicle preparation and quality.

Manage escalations quickly and effectively

Empower and guide employees through challenging concerns, to make decisions in the customers’ best interest while also supporting Tesla’s mission

Employee Engagement

Recruit, train, and develop management team and employees ensuring all positions are filled in a timely manner

Coach and lead the Tesla Advisor team to fulfil their KPI’s where required, particularly in Store Leader’s absence

Support, implement and provide follow-up for all training

Continually evaluate the performance of each employee and provide constant feedback to drive results

Identify high potential talent and effectively succession plan for needs of the business

Ensure all employees adhere to Tesla policies and procedures

Resolve all people and safety issues in a timely and effective manner, collaborating with Human Resources and appropriate teams effectively

Brand Standards

Ensure facility maintenance and showroom presentation adhere to the brand standard

Control store expenses continually striving to reduce costs

Ensure all employees align with Tesla’s Dress Code and Grooming Guideline

What You'll Bring

Bachelor’s degree or evidence of exceptional ability

2 years of applicable experience with proven track record of meeting or exceeding goals in a service-focused industry; automotive expertise is not required

Strong and proven experience leading field, technical repair or manufacturing teams in a fast-paced, technology-driven environment with strong customer facing responsibilities

Ability to problem solve, prioritize multiple projects and adhere to business-critical deadlines

Excellent written and verbal communication skills

Dedicated and ethical approach to Tesla standards

Ability to develop collaborative relationships acting as a well-respected, trusted partner with whom others want to work

Ability to work evening hours, weekends and holidays in a retail environment

Valid driver’s license in the country in which you are applying, 2-year minimum driving record required with a clean driving history

Ability to obtain appropriate licensing, where applicable

, Tesla