Operations Manager - Southampton

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 operationswith proven track record of meeting and exceeding targets and goals.
• Strong experience in coaching and managingperformance on a team and individual level
• In-depth knowledge of sales processes andability to translate this in a manner that motivates your team to exceedtargets
• Beyond taking ownership, be accountable foryour own actions and responsibilities, you can create a culture where your teamdoes the same
• Great understanding of customersatisfaction and desire to offer the best possible experience to every customer
• Ability to develop collaborativerelationships and act as a well-respected, trusted partner and leader thatothers want to work with
• Passionate about the mission of Tesla withexcellent communication skills in English
• Full UK Driving License