Senior Manager, U.S. Delivery Sales Operations
ElectraMeccanica Vehicles Corp., United States
Job Description
ElectraMeccanica Vehicles Corp. (NASDAQ: SOLO) is a Canadian designer and manufacturer of electric vehicles. The company’s flagship vehicle is the innovative purpose built; single-seat electric vehicle called the SOLO. This vehicle will revolutionize commuting, delivery and shared mobility. The SOLO provides a driving experience that is unique, trendy, fun, affordable and environmentally friendly. InterMeccanica, a subsidiary of ElectraMeccanica, has successfully been building high-end specialty cars for 60 years. For more information, please visit www.electrameccanica.com.
So how can you help us? We want an enthusiastic individual that is proud of the teams they build and the results they produce. We hope you are as passionate as we are about revolutionizing the automotive industry.
We are seeking a Senior Manager, U.S. Delivery amp; Sales Operations to join our growing sales team in Mesa, Arizona. Reporting to the Director of Sales, the Senior Manager, U.S. Delivery amp; Sales Operations is responsible for building the organization’s delivery strategy and overseeing the sales operations for expansion.
The successful candidate will be able to develop a multi-state team committed to delivering best in class customer experiences while upholding the quality of vehicles during delivery. This individual will establish operational excellence and continuous improvement in our delivery department. To succeed, this person must be passionate about the ElectraMeccanica brand and build its image through consumer relationships.
Duties amp; Responsibilities:
General Requirements
- Build the Company strategy for the delivery experience and customer journey for the United States with the mission to continue to provide positive customer experiences.
- Manage customer delivery logistics for U.S. customer base, coordinating with other departments and transport partners to ensure vehicles arrive on time and meets quality requirements.
- Review delivery times and methods to recommend how to improve methods as we grow.
- Implement delivery processes that will scale with the Company’s growth from a regional scale to a national scale.
- Coordinate delivery of vehicles for Company events, preparing the vehicles for customer test drive experiences.
- Set department delivery targets and time standards.
- Coordinate with the Retail Operations group
- Ensure quality control and preparation for vehicles prior to delivery.
- Oversee customer scheduling and follow-up calls.
- Evaluate on a regular basis the performance of the department on delivery metrics, making adjustments where needed.
- Develop and maintain daily, weekly and monthly metrics and targets for deliveries.
- Develop and implement a mobile delivery model for the U.S.
- Partner with other departments to coordinate expansion into new markets to ensure delivery infrastructure is available.
- As the Company grows, participate in internal cross functional partnerships where there may be a need for this role to identify external B2B partnerships for 3rd party support needs.
Customer Service
- Create and define operational processes to optimize the delivery experience for customers.
- Develop and implement standard procedures for employee interactions with customers.
- Address, investigate and resolve customer complaints in a timely manner.
- Manage the add-on sales during the delivery service (i.e. mats, liners, etc.).
- Develop and implement customer feedback forms to improve delivery experiences.
- Promote a customer satisfaction survey for customers to review the performance of deliveries.
Team Management
- Recruit, train, mentor and develop employees for the delivery team to develop a culture of continuous development.
- Develop a customer focused culture within your teams.
- Ensure every employee is professional and polite with customers.
- Hold regular meetings with employees to ensure alignment and questions are answered.
Other Duties
- Prepare administrative reports for management to review.
- Monitor expenses for deliveries and monitor vehicle maintenance.
- Perform other duties as required.
Requirements
- Bachelor’s degree or equivalent in Operations or Business is preferred.
- 8+ years of automotive delivery experience is required.
- Experience with developing national delivery networks.
- Experience with recruitment and training employees is required.
- Customer focused management with ability to foster collaborative relationships with internal and external stakeholders.
- Exhibits leadership and coaching skills.
- Results oriented dedicated to an ethical approach for sales and delivery initiatives.
- Exp