Manager, Service Operations

What you’ll do

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

• Continuously evolve the operational framework, best practices, and tools that elevate the customer experience, drive retail growth, enable scalability, and support long-term strategic objectives. 
• Develop the Retail Playbook, delivering clear, actionable guidance that supports operational excellence across all retail channels.
• Optimize operational workflows that improve communication, eliminate inefficiencies, and enhance collaboration across Retail teams and key business stakeholders.
• Anticipate and solve market- and location-specific operational challenges by designing scalable solutions that mitigate risk and ensure regulatory compliance. 
• Drive operational excellence and ensure compliance with brand, quality, and safety standards across all locations.
• Leverage project management tools to drive accountability and deliver actionable updates to executive leadership. 
• Support daily Retail Operations activities while proactively identifying and leading high-priority initiatives that drive business performance. 
• Plan, manage, and execute strategic events that strengthen brand presence, support business growth, and deliver exceptional customer engagement experiences across the retail network. 
• Provide strategic feedback across critical retail functions, including digital platforms, fleet operations, and physical site assets. 
• Collaborate with Commercial Operations, EHS, HR, Facilities and Legal teams to design and implement policies, procedures, and training programs that promote a safe, compliant, and high-performance retail environment.
• Inspire and lead a team to consistently deliver on goals by setting clear priorities, defining ownership, and holding teams accountable for results
• Support retail store openings, coordinating cross-functional teams to ensure operational readiness and successful, on-time market launches.
• Champion a high-performance culture by fostering team engagement, developing talent, and ensuring an unwavering focus on delivering outstanding customer experiences.

Location & Travel Expectations:

• This role may be based remotely to start but will be located in the future Scout headquarters. This role is not eligible for remote work in New York City. 
• The responsibilities of this role require attendance at in-person meetings and events occasionally. 
• 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. 
• Trave: 25% of the time. 

What you’ll bring 

We expect all Scout employees 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 consumer experiences in an automotive retail environment
• 5+ 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, especially the complexities and nuances of retail sales transactions, customer deliveries, and digital shopping experiences
• First-hand knowledge of managing complex sales transactions and customer 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
• Valid driver's license

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
  • 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 = $120,000.00 - $145,000.00

Internal leveling code: M8