Operations Manager - Peabody, MA

Company: Tesla
Location: Peabody
Posted on: January 12, 2021

Job Description:

The RoleThe Operations Manager is responsible for delivering an exceptional experience to our customers, developing teammembers, and managing day-to-day vehicle delivery operations. Our managers must deliver excellent results andachieve 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 timemanagement abilities and is passionate about leading change while inspiring teams. This role directly supports Tesla---smission 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 forsustainable energy and the ability to create exceptional customer experiences. While individual contributions will berecognized, teamwork is essential to achieve the highest level of success. We will reward team players who help otherssucceed and empower the team around them.ResponsibilitiesBUSINESS 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 activelytrain, 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 schedulemonitoring, 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 ServiceDepartment to enhance customer experience.--- Represent Tesla in a professional and responsible manner when communicating with others both inside andoutside 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 duringCUSTOMER 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 staffedappropriately.--- 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 interestwhile also supporting Tesla---s missionEMPLOYEE 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 andappropriate teams effectivelyBRAND 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 GuidelinesRequirements--- Bachelor---s degree--- 2 years of applicable experience with proven track record of meeting or exceeding goals in a service-focusedindustry; automotive expertise is not required--- Strong and proven experience leading field, technical repair or manufacturing teams in a fast-paced, technology drivenenvironment 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 wantto 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 aclean driving history--- Ability to obtain appropriate state licensing, where applicableEmployee Benefits As a full time Tesla employee you will receive full benefits from day 1 for you and your dependents. Kaiser and UnitedHealthcare PPO and HSA plans (including infertility coverage)3 medical plan choices with $0 paycheck contribution Vision & dental plans (including orthodontic coverage)Company paid Life, AD&D, short-term and long-term disability 401(k), Employee Stock Purchase Plans, and other financial benefits Employee Assistance Program, Paid Time Off, and Paid HolidaysBack-up childcare and employee discountsJob Category: Sales & Customer SupportLocation: Peabody, MassachusettsReq. ID: 77109Job Type: Full-time

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