Delivery Manager

2 Months ago • All levels • Operations

Job Summary

Job Description

As a Delivery Manager at Tesla, you'll oversee all vehicle deliveries within your assigned country, ensuring timely and efficient operations. Responsibilities include managing teams to meet targets, overseeing daily operations (vehicle arrival, preparation, delivery), ensuring revenue recognition and payment collection, vehicle registration, and planning/forecasting operational tasks. You'll manage dwell time, yield, costs, customer satisfaction, and transactional accuracy, handle customer escalations, and work cross-functionally with various teams. The role demands strong leadership, problem-solving, and communication skills, with a proven track record in sales, service, or operations.
Must have:
  • Manage delivery operations and teams
  • Meet delivery targets and KPIs
  • Ensure customer satisfaction
  • Handle vehicle registration and payments
  • Collaborate with cross-functional teams
  • Strong leadership and problem-solving skills
  • Excellent communication (English and French)

Job Details

What to Expect

En tant que manager des livraisons, vous êtes responsable de l'exécution de toutes les livraisons dans le pays qui vous est attribué et vous devez atteindre ou dépasser les objectifs. Vous serez responsable de la bonne exécution des livraisons qui respectent les indicateurs de performance définis, y compris, mais pas exclusivement, le temps d'attente, le rendement, les coûts par livraison, la satisfaction du client et l'exactitude des transactions. Vous veillerez à ce que les sites de Tesla soient efficaces et efficients sur le plan opérationnel.

Vous travaillerez de manière transversale avec les équipes de ventes internes et de livraison, d'opérations de commande, de services financiers, d'entreprise, de logistique, de service et d'autres équipes de soutien pour livrer les véhicules dans les délais impartis tout en garantissant les plus hauts niveaux de service à la clientèle.

Vous encadrerez des subordonnés et des équipes d'exploitation pour aider à atteindre les objectifs commerciaux et veiller à ce que les besoins du personnel soient satisfaits.

What You’ll Do
  • Constituer et maintenir des équipes, avec les normes de productivité les plus élevées, pour assurer l'arrivée des véhicules en temps voulu sur les sites de Tesla, le temps de rotation des véhicules et les normes de qualité, afin de fournir des transferts de véhicules pratiques et sans heurts
  • Superviser les opérations de livraison quotidiennes, y compris, mais sans s'y limiter, l'arrivée des véhicules, la préparation des véhicules et le jour de la livraison
  • Responsable de la reconnaissance des revenus des véhicules et de la collecte du paiement final en collaboration avec les ventes internes et la livraison. Responsable du processus d'immatriculation des véhicules
  • Aider à la planification, aux prévisions, à la mise en œuvre et au suivi des tâches opérationnelles
  • Superviser, gérer et suivre les tâches opérationnelles de livraison et gérer la durée, le rendement, les coûts par livraison, la satisfaction du client et l'exactitude des transactions
  • Gérer et planifier les opérations de livraison au jour le jour pour les flux de véhicules et de clients
  • Gérer le pipeline de livraison et les escalades des clients
  • Responsable de l'encadrement, capable de diriger et d'encadrer les autres tout au long du cycle de livraison
  • Répartir les livraisons directes et à domicile
  • Travailler de manière transversale avec d'autres équipes, notamment les ventes internes et la livraison, la logistique et le service
  • Représenter Tesla de manière professionnelle et responsable dans ses communications avec les autres, à l'intérieur et à l'extérieur de l'entreprise
  • Maintenir une attention constante à l'amélioration de l'expérience de livraison Tesla afin de maximiser la satisfaction du client
  • Participer à la formation et à l'encadrement du personnel afin de respecter les normes de l'entreprise et d'assurer des livraisons de véhicules efficaces et ponctuelles
  • Agir comme un point d'escalade en jouant un rôle proactif de médiation et de résolution des problèmes des clients
  • Gérer les calendriers de livraison, les volumes prévus et coordonner les opérations de livraison quotidiennes à l'aide de tableaux de bord et de rapports standardisés et d'autres logiciels de soutien
  • Faire preuve d'agilité dans le soutien de tous les secteurs de l'entreprise, le cas échéant
What You’ll Bring
  • Expérience dans la vente, le service ou les opérations
  • Capacité avérée à se concentrer sur la résolution de problèmes, l'efficacité opérationnelle et l'obtention de résultats
  • Capacité avérée à gérer avec succès une équipe de personnes, de l'encadrement à la gestion des performances
  • Capacité à établir des priorités, à gérer des tâches multiples et à respecter des délais critiques pour l'entreprise
  • Compétences avérées en matière d'organisation, de calcul et d'analyse
  • Excellentes aptitudes à la communication écrite et verbale de l'anglais et du français
  • Capacité à développer des relations de collaboration et à communiquer des informations pertinentes à tous les niveaux de l'organisation
  • Maîtrise de la technologie et capacité à utiliser les systèmes internes de l'entreprise, les outils de gestion de la relation client et la suite MS Office
  • Un dossier constant d'excellence en matière de service à la clientèle.
  • Doit posséder et maintenir un permis de conduire valide et un dossier de conduite acceptable et sécuritaire

_____________________________________

The Role

As Delivery Manager you will be responsible for the execution of all deliveries within the assigned country and to meet or exceed targets. You will be responsible for ensuring smooth execution of deliveries that adhere to defined performance indicators, including and not exclusive to dwell, yield, costs per delivery, customer satisfaction and transactional accuracy. You will ensure Tesla locations are operationally effective and efficient.

You will work cross-functionality with Inside Sales & Delivery, 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 will mentor subordinates and operations teams to help achieve business goals and ensure staff needs are met.

Responsibilities

  • Build and maintain teams, with the highest productivity standards, to ensure timely vehicle arrival at Tesla locations, vehicle turnaround time and quality standards, to provide convenient and smooth vehicle handovers
  • Oversee daily delivery operations, including and not limited to vehicle arrival, vehicle readiness and day of delivery
  • Responsible for vehicle revenue recognition and final payment collection in collaboration with Inside Sales & Delivery. Accountable for vehicle registrations process
  • Assist in planning, forecasting, implementation and follow-up of operational tasks
  • Oversee, manage and follow-up on delivery operational tasks and managing dwell, yield, costs per delivery, customer satisfaction and transactional accuracy
  • Manage and plan day to day delivery operations for both vehicle and customer flows
  • Manage delivery pipeline and customer escalations
  • Responsible for coaching, able to lead and mentor others through full delivery cycle
  • Dispatch direct/home deliveries
  • Work cross-functionally with other teams, especially Inside Sales & Delivery, Logistics, Service
  • Represent Tesla in a professional and responsibly manner when communicating with others, both inside and outside the company.
  • Maintain constant focus on improving the Tesla delivery experience to maximize customer satisfaction
  • Assist in training and coaching staff to consistently perform to company standards and achieve efficient and timely vehicle deliveries.
  • Act as an escalation point proactively mediating and resolving customer concerns
  • Manage delivery calendars, scheduled volumes and coordinate daily delivery operations using standardized dashboard and reports and other supporting software
  • Demonstrate agility in support in all areas of the business where needed

Requirements

  • Experience in Sales, Service or Operations
  • Proven ability to focus on problem-solving, operational efficiency and achieving results
  • Demonstrated ability to successfully manage a team of people from coaching to performance management
  • Ability to prioritize, manage multiple tasks and adhere to business-critical deadlines
  • Proven organizational, numerical, and analytical skills
  • Excellent written and verbal communication skills in English and French
  • Ability to develop collaborative relationships and communicate relevant information across all levels of the organization
  • Technological fluency and ability to operate within internal business systems, CRM tools, and MS Office Suite
  • Consistent record of customer service excellence
  • Must have and maintain a valid driver’s license and an acceptable and safe driving record


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