Job Category | Sales & Customer Support |
---|---|
Location | BURBANK, California |
Req. ID | 192565 |
Job Type | Full-time |
Tesla participates in the E-Verify Program
The Operations Manager is responsible for delivering an exceptional experience to our customers, developing team members, and managing day-to-day vehicle delivery operations. Our managers 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 delivery vehicle preparation team consisting of Vehicle Specialists and Documentation.
Actively set individual and team targets for Vehicle Assistants, Detailers, and Vehicle Coordinators and actively train, coach, and develop them.
Assist in the planning, implementation, and follow up of vehicle prep operational tasks and projects including, but not limited to vehicle movement coordination in vehicle lots and delivery bays, delivery schedule monitoring, vehicle repairs, detailer performance, lot organization and maintenance, and coordinator support.
Help control expenses, including staffing, supplies, and services.
Work collaboratively with other departments, particularly Customer Experience Manager 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 your Manager.
Maintain constant focus on improving the Tesla delivery experience.
Demonstrate fluency in the local market’s DMV 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
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
Educational experience: Bachelor’s degree or equivalent professional experience
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 state licensing, where applicable
Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:
$55,575 – $134,662/annual salary + cash and stock awards + benefits
Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
Tesla is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor 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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