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:

• Lead the development of modern, efficient, and customer-centric service operations for Scout Motors, delivering the strategic roadmap and technical analysis necessary to operationally deploy and manage all aspects of the service experience.
• Develop the policy and process to foundationally support service operations, to include vehicle diagnostics, the service and repair process, the collision process, service drive and workshop technologies, and customer communications during the service experience.
• Starting with service scheduling and customer arrival at a service workshop, ensure that service advisors, technicians, and parts personnel are supported with the proper tools, technologies, and systems to consistently deliver a fast, high-quality, cost-effective service experience.
• Create the service workshop practices and workflows—from repair order creation to repair operation codes to customer payments—that enable frictionless service workshop coordination and service delivery.
• Evaluate and build service offers outside of the service workshop, to include roadside assistance, mobile service, remote diagnostics and repair, and potential extended service networks through contracted third-part service providers.
• In coordination with Scout Network Development, ensure the planning of a Scout Motors service network with optimal geographic coverage and maximum customer convenience.
• In coordination with other Scout Aftersales domain experts, lead or support cross-functional aftersales activities such as warranty policy, goodwill cost analysis, maintenance and repair packages, and pricing analysis.
• Develop a body and paint business model, then lead business development and terms development with suppliers that offer high quality, extensive national coverage, and profitable operations.

Location & Travel Expectations: The responsibilities of this role require regular attendance at in-person meetings and events in Columbia, SC. Domestic and international travel is anticipated for 10% of working days, though international travel for training and coordination may be more frequent in the first two years. This role is not eligible for remote work in New York City.

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 in an automotive aftersales function, preferably at an OEM and in a headquarters capacity.
• 3+ years of experience in service operations at either an OEM or major automotive retailer.
• Proficiency in defining service and warranty policies, with cognizance of the operational implications and impacts of those policies.
• Deep knowledge of roadside and mobile service operations for those occasions where customers cannot (or prefer not to) visit a service workshop.
• An understanding of collision, paint, and body process, with a history of building partnerships and offers that extend those services to customers from highly vetted and qualified providers.
• Proven track record of successfully implementing aftersales strategies and initiatives that drive business growth.
• In-depth understanding of aftersales processes, including warranty management, cost analysis, and supplier relationship management.
• Proven ability to work collaboratively in a cross-functional environment and to build strong relationships with stakeholders at all levels.
• Ability to maintain a strategic mindset in a start-up environment, with the ability to develop and socialize long-term aftersales plans that contribute to overall profitability and customer satisfaction business objectives.
• Ability to empathize with customers’ service needs and proactively address issues to ensure satisfaction and loyalty.
• German language proficiency is a bonus and will contribute to success in the role.

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.