Operations Manager - Southampton
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What to Expect
What You’ll DoWhat You’ll Bring
As an Operations (Delivery) Manager at Tesla you are a seasoned and charismatic leader, responsible for the strategy and execution of all deliveries and operations within your location. In this role, you will be responsible for leading the overall management and execution, recruitment, training, and development of a dynamic delivery team. Your team will look to you to set the standard for open communication, active problem solving, and a positive work environment. We expect you to be 100% committed to the success of your team, and actively involve yourself in your team members’ growth and development. You will be responsible for ensuring smooth execution of deliveries at scale and that adhere to defined performance indicators, including and not exclusive to dwell, yield, costs per delivery, customer satisfaction and transactional accuracy. You will work cross-functionality with Inside Sales, Order Operations, Financial Services, Enterprise, Logistics, Service and other support teams to deliver vehicles in a timely manner while ensuring the highest levels of customer service are achieved. You are a hands-on coach with a strong business acumen. You seek constant improvement of performance and have a strong understanding of numbers and KPIs.
You will be responsible for the strategy when it comes to achieving performance metrics at scale at your location and you are required to anticipate challenges well in advance, find and implement solutions ahead of difficulties and share best practice across regions.
What You’ll Do
Business Performance and Development
- Ensure that the location Delivery targets, KPIs, and Operational priorities are communicated to the team and subsequently met or exceeded, including but not limited to vehicle dwell, yield, costs per delivery, customer satisfaction and transactional accuracy
- Anticipate challenges well in advance, share forecasts and challenges with relevant stakeholders and implement the necessary countermeasures to ensure deliveries continue operating at scale
- Lead the planning, implementation and follow up of continuous improvement measures at your location
- Seek out, review, and analyze performance data to translate numbers and establish the best strategy / action plans; communicate these regularly to the location staff
- Proactively discover new business opportunities and partner with the business delivery leaders as needed to highlight relevant business opportunities to grow the scale at which your site it able to operate and the quality of deliveries
Operational Excellence
- Ensure that processes and best practices are well understood, implemented, and followed at your location
- Partner with relevant stakeholders to set up and facilitate delivery operations (Service and Operations teams, etc.)
- Drive continuous improvements to facilitate exceptional team output and customer service including designing innovative solutions to problems at your location
- Champion efficiency, productivity, quality, and overall excellence in all of your actions and decisions
- Take responsibility for implementing EHS and safety requirements in your location
- Manage facilities and closely follow up on dedicated costs and budgets (store supplies, location works, contractors, etc.)
- Maintain a strong overview of processes and resources
- Establish close cooperation with all business stakeholders, internally and externally
Customer Experience
- Provide support to the team in dealing with difficult customers conversations, ensuring that customer needs are understood and met
- Guide and coach employees towards always providing a best-in-class customer experience
- Ensure that the collection point is always presentable, and that Tesla’s customer-facing standards are consistently met
- Demand flawless execution of all customer-facing initiatives
- Continuously follow up and analyze CSAT scores, and proactively take appropriate actions to improve it
People Management
- Interview and cooperate on recruitment activities with your recruitment partners to build a team of top talent and mentor the next generation of Tesla leaders
- Provide regular coaching, training, and feedback to your team members and maintain deep knowledge of your team’s strengths and opportunities
- Be responsible for leading change and inspiring your team every day (lead by example)
- Create and drive a structured and inclusive culture in your team
- In collaboration with your HR partner, assess your team’s performance and deal with underperformance and disciplinary issues quickly and efficiently
- Listen to your team – remove blockers and partner with your local teams to ensure you have the resources and tools necessary for your location’s success
- Significant manager experience in operations with proven track record of meeting and exceeding targets and goals.
- Strong experience in coaching and managing performance on a team and individual level
- In-depth knowledge of sales processes and ability to translate this in a manner that motivates your team to exceed targets
- Beyond taking ownership, be accountable for your own actions and responsibilities, you can create a culture where your team does the same
- Great understanding of customer satisfaction and desire to offer the best possible experience to every customer
- Ability to develop collaborative relationships and act as a well-respected, trusted partner and leader that others want to work with
- Passionate about the mission of Tesla with excellent communication skills in English
- Full UK Driving License
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.