Manager - Retail Operations, Service & Parts

June 8

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Scout Motors Inc.

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Scout is more than just a brand, it’s a legacy steeped in a culture of exploration, caretaking, and hard work$1. .$1

201 - 500

Description

• 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.

Requirements

• 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

Benefits

• Medical, dental, vision and income protection plans • 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 • Eligibility for 1 assigned vehicle and to lease 1 vehicle at competitive rates  • A mobility stipend