Delivery Operations Manager Burleigh Heads

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.

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