Manager, Retail Operations (Service & Parts)

What you’ll do

Become part of an iconic brand that is set to revolutionize the all-electric pick-up truck & rugged SUV marketplace by achieving the following:

• Engineer and own a fully-scalable retail service operations strategy, specifically focusing on all aspects of the in-store service and parts customer journeys (as well as employee processes), that delivers consistent, seamless service experiences in high volumes with exceptional customer satisfaction.
• Develop and deploy an operational framework, standard operating procedures, and execution plan to guide the Scout customer experience during appointment scheduling, vehicle drop-off, diagnostics, repair and issue resolution, vehicle pick-up, and payment, among other activities.
• Develop and track Key Performance Indicators (KPIs) supporting Scout Motors’ strategic aspirations, measuring Scout’s real-time local service health, and guiding ongoing adjustments in retail activities.
• In coordination with the Digital Product and Customer Support teams, develop processes to efficiently and cost-effectively move customers through the service experience.
• Provide operational insights to guide the development of Scout Motors digital commerce tools, participating in the design and evaluation of these digital tools alongside the Scout Digital Products team.
• Craft a new location launch playbook to guide service and parts teams as they ready systems, inventory, hiring, training, and customer-facing spaces for opening.
• Recommend initial and evolving retail organizational frameworks, utilizing policies, job descriptions, training, best practices, and digital commerce tools to deliver on Scout Motors brand values, provide a consistently exceptional customer experience, and fit within financial and facility boundaries.
• Lead and/or support vendor evaluations for systems, tools, and services that could support service and parts-related functions. These may include, but are not limited to, dealer management systems, shop tools and equipment, point of sale technology, personnel management systems, and IT infrastructure.
• Participate in vendor evaluations and support the development of Scout Motors mobile service offers.
• Support the establishment and ongoing operation of the Scout Customer Support function, focusing initially on long-lead pre-sale activities such as customer inquiries.

Location & Travel Expectations: The responsibilities of this role require attendance at in-person meetings and events occasionally. This role is open to remote applicants in the United States with the exception of New York City. This role is not eligible for remote work in New York City. Applicants should expect that the role will require the ability to convene with Scout colleagues in person and travel to participate in events on behalf of the company from time to time.

What you’ll bring 

We expect all Scouts to have integrity, curiosity, resourcefulness, and strive to exhibit a positive attitude, as well as a growth mindset. You’ll be comfortable with change and flexible in a fast-paced, high-growth environment. You’ll take a collaborative approach to achieve ambitious goals. Here's what else you'll bring:

• Bachelor's degree in a relevant field.
• 7+ years of experience managing, architecting, and designing exceptional automotive service experiences in an automotive retail environment.
• 3+ years of front-line experience in a customer-facing automotive retail environment with a demonstrated ability to operate at large scale without degradation in customer satisfaction or operational yield.
• Deep experience and intuitive understanding of the operations of automotive retail service, especially the complexities and nuances of warranty repairs, mobile operations, high-voltage EV components and systems, and digital-first customer interfaces.
• First-hand knowledge of managing complex interactions that alternate between digital and physical environments.
• Proven track record of building a high-performing team and developing a team culture.
• Mindfulness of organizational navigation and ability to create effective cross-functional collaboration at all levels.
• Demonstrated ability to develop and manage effective vendor/partner relationships.
• Exceptional analytical and strategic thinking skills, with the ability to interpret customer feedback and translate data into actionable insights.
• Strong project management and organizational skills, with the ability to manage multiple projects simultaneously and meet deadlines.

What you'll gain

The benefits of joining Scout include the chance to build products and a company from the ground up.  This is a chance to create something new and lasting – with an iconic brand at its foundation.  In addition, Scout provides competitive compensation and benefits to support your physical, mental, and financial wellbeing. Program specifics are detailed in company policies and employee benefit guides, select highlights:

• Competitive insurance including:
  • Medical, dental, vision and income protection plans
• 401(k) program with:
  • An employer match and immediate vesting
• Generous Paid Time Off including:
  • 20 days planned PTO, as accrued
  • 40 hours of unplanned PTO and 14 company or floating holidays, annually
  • Up to 16 weeks of paid parental leave for biological and adoptive parents of all genders
  • Paid leave for circumstances related to bereavement, jury duty, voting time, or military leave
• Corporate Vehicle Program with:
  • Eligibility for 1 assigned vehicle and to lease 1 vehicle at competitive rates 
  • A mobility stipend

Pay Transparency

This is a full-time, exempt position eligible to receive a base salary and to participate in an annual performance bonus program. Final salary offered will be determined based on factors including but not limited to the candidate's skills and experience. The annual performance bonus program is preset and not candidate dependent.

Initial base salary range = $130,000-$160,000

Internal leveling code: M8

Notice to applicants:

• Residing in San Francisco: Pursuant to the San Francisco Fair Chance Ordinance, Scout Motors will consider for employment qualified applicants with arrest and conviction records. 
• Residing in Los Angeles: Scout Motors will consider for employment qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring Ordinance. 
• Residing in New York City: This role is not eligible for remote work in New York City.