Sales - Delivery Operations Program Manager

Job Description

The Role

The Delivery Operations Program Manager is responsible for formulating and upholding an exceptional vehicle delivery experience to our clients, monitoring and managing day-to-day vehicle delivery operations. The ideal candidate has the business acumen to be able to communicate effectively with internal teams and hold negotiations with external vendors, as well as possess excellent time management abilities and a passion for leading change.

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 client 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.

Responsibilities

BUSINESS HEALTH

· Monitor daily vehicle deliveries, create reporting metrics, and actively review information with internal and external stakeholders.

· Maintain constant focus on improving the Tesla delivery experience.

· Develop and update delivery-related systems with the global team

· Strategize with delivery team members to meet assigned Delivery and productivity goals.

· Assist in the planning, implementation, and collaboration with Service 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.

· Work collaboratively with other departments, particularly Store Manager, Logistics Manager and Service Department to enhance guest experience.

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

· Perform additional responsibilities as assigned when business needs arise.

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

CLIENT EXPERIENCE

· Responsible for ensuring all delivery processes provide best in class experience in every interaction, with efficient transaction.

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

· Proactively mediate and resolve any client concerns regarding vehicle preparation and quality.

· Manage escalations quickly and effectively

EMPLOYEE ENGAGMENT

· Support, implement and provide follow-up for all training

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

BRAND QUALITY STANDARDS

· Ensure facility maintenance and delivery presentation adhere to the brand standard

· Quantify and visualize delivery expenses continually striving to reduce costs

· Quantify and visualize quality of delivery experience to increase CSAT, by working together with service team

Requirements

· Bachelor’s degree

· 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 client facing responsibilities

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

· Excellent written and verbal communication skills in Japanese and English

· 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

· Valid driver’s license in Japan, 2-year minimum driving record required with a clean driving history

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