What to Expect
The Delivery 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 Guidelines

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 arises
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 Guidelines
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, prioritise 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
Ability to obtain clear Police Check
Compensation and Benefits
Benefits
In addition to a competitive compensation package, Tesla Australia & New Zealand is pleased to offer the following benefits for permanent employees:

Employee Stock Purchase Plan (ESPP) - Purchase Tesla stock twice per year at a 15% discount
Parental leave (no minimum employment period)
Primary carers – 18 weeks at full pay or 36 weeks half pay
Secondary carers – 6 weeks full pay
Miscarriage leave - 10 days
Employee Vehicle Loan Program
Novated Leasing (AU only)
Employee Vehicle Finance program (AU only) - Tesla subsidises your loan interest
Well-being Fund – An annual allowance of $950 USD for all employees to support their well-being in ways that are meaningful to them
Health insurance discounts (AU only)
Bike to work – $10 per day if you cycle to work
Employee Assistance Program - Free and confidential counselling for all staff and their families
Annual Flu Vaccines
Birthday Leave, Cultural Significance Leave and Volunteer Leave

Some eligibility criteria may apply, benefits detailed above are subject to change / withdrawal at Tesla’s discretion with no prior notice.

Tesla is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any factor, including veteran status and disability status, protected by applicable federal, state or local laws.

Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.

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