Customer Experience Manager – Houston Cypress Job Vacancy in Tesla Houston, TX – Latest Jobs in Houston, TX – updated today

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Full Details :
Company Name : Tesla
Location : Houston, TX
Position : Customer Experience Manager – Houston Cypress

Job Description : The Role

The Operations Manager is responsible for delivering an exceptional experience to our customers, developing team members, and managing day-to-day vehicle delivery operations. Our managers 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.

Responsibilities

BUSINESS 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 actively train, 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 schedule monitoring, 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 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 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 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

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

Requirements

Bachelor’s degree or equivalent

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, 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 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 state licensing, where applicable

Employee 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 Holidays
Back-up childcare and employee discounts

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