Manager, Retail Operations (Service & Parts)

Scout Motors   

Here at Scout Motors, we're carrying forward the heritage of one of the most iconic American vehicles in history. A vehicle dating back to 1960. One that forged the path for future generations of rugged SUVs and will do so once again.

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

Scout is all about respect.  Respect for the environment by developing all-electric vehicles with the capability to get you to any location.  Respect for the past and the future by taking an iconic American brand that hasn’t been around for a while, electrifying it, digitizing it, and loading it with American innovation.  Respect for communities by creating a company that stands for its people and its customers.  And respect for both work and play, with vehicles that are equally at home at a camp site, a job site, or on a Tuesday commute. 

At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. What makes a Scout? Someone who is a visionary and a leader, who seeks new paths and shares lessons learned. A knowledgeable doer who collaborates across the company to build better. A go-getter with unrivaled passion. 

Join us at Scout Motors and be part of shaping the future of transportation. If you're ready to drive change and make history, apply now!

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:

• Contribute to the development of 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 c