Tony Austin

• Lead end-to-end market operations for a growing region, supporting market launch, daily logistics, team performance, and P&L execution while maintaining consistent service and compliance standards.

• Build, coach, and manage a team of Customer Advocates, increasing individual productivity by an average of 20% and improving team retention by 10% through structured performance management, coaching, and engagement initiatives.

• Enhanced operational efficiency by consistently optimizing key KPIs, ensuring average compliance scores exceeded 95 percent across safety, legal, and quality standards.

• Analyze operational workflows and customer experience data to reduce inefficiencies, contributing to a 30% reduction in escalations and repeat issues within the market.

• Prepare and present weekly and monthly performance reports to senior leadership, translating data into actionable insights that drive continuous improvement and operational consistency.

Facilitated resolution of complex customer issues during delivery execution, maintaining customer satisfaction scores at 78%, surpassing the target of 70%.

• Partner with cross-functional teams to implement process improvements that strengthened employee experience and helped reduce customer friction throughout the delivery lifecycle

• Led compliance and quality oversight for vehicle documentation across eight states, producing and analyzing performance metrics for six Tennessee locations to ensure regulatory adherence, accuracy, and continuous improvement.
• Led documentation process improvements that reduced location paperwork error rates by 20 percentage points (from 30% to 10%), resulting in a 67% improvement in accuracy and compliance.

• Directed and implemented process changes for Georgia out-of-state registrations, lowering registration error rates by 28 percentage points (from 40% to 12%), a 70% reduction in errors for out-of-state deals.

• Directed daily store operations, including budgeting, sales forecasting, cost control, labor planning, and profit margin analysis to meet financial objectives.
• Supervised 8 department leaders and 40+ associates, fostering engagement through coaching, development, and performance evaluations.
• Served as primary liaison with vendors, utilities, and local agencies (fire, police, health, safety) to ensure operational continuity and regulatory compliance.

• Led operational planning, sales forecasting, and performance management, delegating initiatives and tracking execution against strategic objectives to ensure consistent operational performance and revenue growth.
• Recruited, trained, coached, and evaluated associates, strengthening workforce capability, engagement, and accountability while improving goal attainment.
• Directed end-to-end marketing campaigns, from planning through execution, analyzing KPIs to measure effectiveness, optimize ROI, and support store-level growth initiatives.

• Supervised department operations including merchandising, inventory accuracy, and sales floor readiness to meet corporate standards.
• Trained and motivated team members to exceed sales targets, conducted performance reviews, and implemented improvement plans.
• Controlled inventory levels, coordinated stock replenishment, and collaborated with logistics teams to maintain accuracy and availability.