Patrick Oliver

Pivoted the Delivery Operations Manager role by creating and piloting a new position to manage all delivery teams across a Top 3 volume region for Tesla in North America. Responsible for recruiting/hiring talent, managing budgets, reducing overhead costs, building training and development plans for employees, partnering with corporate Real Estate and Logistics teams for scaling resources quarterly based off dynamic demand, opening new delivery locations within the region while building teams from scratch, and collaborating with local Sales and Service teams to handle other shared business needs.

Coordinated all deliveries of Tesla orders for Seattle during largest growth period in company history (2018-2019) seeing volumes of up to 6x more than the demand and growth the company had ever experienced. ‣ Led Seattle as one of four areas in the world to pilot Tesla Direct program designed to build toward Tesla’s future toward automated delivery. Coordinated real estate, designed employee training, built local labor force tracker, researched ideal radius for maximum outreach, and shared program with other markets as Tesla began to expand the program across North America. ‣ Built lines of communication between Tesla Delivery, Sales, Service, and Corporate for use in a more unified customer experience as well as direct lines of feedback for operational adjustments internally- linking Washington together for the first time in company history.

Built an internal training and development team from scratch based on encompassing a wide range of talent that was able to span every area of the business to connect best with the greater employee gaps in learning that needed to be addressed and improved Employee Satisfaction by 20% YOY. Selected as liaison for Apple Corporate in organizing external recruitment at both Harvard and Massachusetts Institute of Technology (MIT) campuses. Led and implemented an internal training plan that spanned over 270 employees. Plan focused on further improving employee satisfaction in role and developing a long-term retention strategy. Training encompassed creative skills, business acumen, and mentorship to better match customer needs and provide relevant information that could be used based on time of year and local customer demographic.

Selected from a world-wide talent pool of over 2000 candidates within Apple to lead the Apple Retail Store expansion in Greater China. Managed Apple’s busiest retail store in the world seeing between 30,000 - 70,000 customers per day in foot traffic with over $150 million in sales each year. Trained leaders across the Jiangsu Province in building consistency through scheduling and labor force management as well as analyzing consumer trends to identify advantages over highly competitive local/global businesses in the region.

Increased amount of technical reservations YOY for 2015 by 6%, with 16% less hours allotted, also increasing On-Time percentage for customers seen by 30%. Customer satisfaction improved 9 points, via the Medallia Net Promotor Score survey YOY. Created multiple internal training programs to increase team collaboration and employee development experiences, relevant to critical business needs and growing personal skill sets.

The Apple Store Leader Program is a 24-month immersion into every aspect of managing and operating an Apple Retail Store. In this international program, Patrick was selected as one of 240 associates in a pool of over 55,000 candidates. He spent time in key store positions — gaining sales skills working as a Specialist, teaching others as a Creative, and resolving problems at the Genius Bar with monthly milestones in each area. Built distinct project management skills while also driving results quickly.