Manager, Ownership Experience

ABOUT SLATE

At Slate were building safe reliable vehicles that people can afford personalize and loveand doing it here in the USA as part of our commitment to reindustrialization. The spirit of DIY and customization runs throughout every element of a Slate because people should have control over how their trucks look feel and represent them.

WHO WE ARE LOOKING FOR

We are looking for a hands-on service-minded and metrics-driven Manager to oversee Slates Ownership Experience Team. This individual will lead the team responsible for everything that happens after a customer takes delivery of their Slate. You will build coach and scale a team of Ownership Experience Agents who coordinate service and repairs shepherd warranty claims and help owners personalize and get the most out of their trucks.

This is a builders role not a caretakers. You will be standing up the operating rhythm for a post-delivery function that is still being defined: setting protocol and process standards establishing the case-management discipline that keeps anything from falling through the cracks and owning the aftersales revenue targets and service levels for DIY support. You will be accountable for both halves of the equation a team that resolves issues with speed and empathy and a P&L contribution that grows as our owner base grows. You will build automations self-service tools and guide the adoption of AI tools to efficiently delight our customers.

You will work shoulder-to-shoulder with the leaders who manage our service upfit and delivery partners directly. You will not own those vendor relationships yourself but your teams outcomes depend on them so you will need to be an exceptional internal partner: clear about what your team needs credible with data and relentless about surfacing friction before it reaches a customer.

The ideal candidate has led customer-facing teams through periods of rapid growth and ambiguity is as comfortable in an executive business review as on a live escalation call and genuinely enjoys developing people. Communication skills both written and verbal are of utmost importance along with the composure to lead a team calmly through service and warranty situations that matter enormously to the customer in front of them.

WHAT YOU GET TO DO

Lead Coach and Develop the Ownership Experience Team

• Hire onboard and develop a team of Ownership Experience Agents building bench strength ahead of demand rather than in reaction to it

• Run a consistent coaching cadence 1:1s case reviews call and written-communication reviews that raises the floor on quality and grows individual capability over time

• Set clear individual goals and performance expectations deliver candid feedback and manage performance decisively when standards are not met

Own Service and Warranty Quality End to End

• Own the end-to-end quality of post-delivery service and support coordination from intake and triage through resolution ensuring customers are never left guessing about their vehicle

• Set and enforce standards for case management response times follow-through and CRM data integrity as the system of record across the full ownership lifecycle

• Oversee DIY warranty claim coordination ensuring claims are documented and shepherded to resolution within committed turnaround times

Own Aftersales Revenue and Attachment Performance

• Own aftersales revenue targets for the team including accessory attachment upgrades and post-delivery personalization

• Build the playbook for identifying attachment opportunities inside service and support interactions and coach the team to convert them without compromising trust

• Forecast and report on aftersales performance translating attachment data into a credible view of the quarter for commercial leadership

Build the Operating System and Influence the Business

• Define and own the metrics that matter for post-delivery experience resolution time case aging CSAT repeat contact rate attachment rate and build the processes SOPs and reporting the team runs on with a heavy focus on automation AI and self-service tools

• Work closely with the leaders who directly manage our service accessory upfit and delivery partners bringing quantified evidence of performance issues or consistent customer friction and following through until resolved

• Represent the voice of the Slate owner cross-functionally converting patterns in service warranty and loyalty data into recommendations that improve the product and grow brand advocacy

WHAT YOU BRING TO THE TEAM

• Bachelors or Associates degree is preferred but not required given relevant and commensurate professional experience.

• 8 years of proven experience in Customer Experience Customer Success Service or Aftersales ideally with electric vehicles their ownership and servicing. Preference for automotive service warranty or high-volume retail.

• 5 years of people management experience including direct responsibility for hiring coaching performance management and developing frontline customer-facing teams.

• Demonstrated ownership of revenue or commercial targets with a track record of hitting them through a team rather than individual production.

• Experience building a function rather than inheriting one standing up processes metrics and reporting where none existed.

• Strong analytical instincts and fluency with CRM and case-management systems; comfortable building the reporting you need instead of waiting for it.

• Proven ability to influence cross-functional partners and vendors you do not control using data and credibility rather than authority.

• Passionate to work for a disruptor in the automotive industry particularly with EVs.

• Exceptional communication and listening skills with an ability to fluidly discuss both technical and generic topics in plain language.

• Fearlessness and initiative extremely hardworking does the right thing when no one is looking.

• Transparency integrity and honesty you are not afraid to admit when you are wrong.

• Ability to work independently with modest supervision and in a team environment.

• Resilience for the whirlwind of changes that is the norm at a start-up.

• Comfort with ambiguity and making the best judgment without full information.

• An understanding that you will be a part of creating processes and procedures not following them.

WHY JOIN TEAM SLATE

At Slate were fueled by grit determination and attention to detail. The start-up spirit of ingenuity and resourcefulness move our business forward. Team Slate fosters a culture of excellence innovation and mutual respect and is motivated by shared principles.

• Safety First

• Delight Customers

• One Team

• Relentless Improvement

• Fast Frugal and Scrappy

• Respectful Collaboration

• Positive Legacy

WE WANT TO WORK WITH PEOPLE THAT REFLECT THE COMMUNITIES IN WHICH WE OPERATE.

Slate is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race color religion gender gender identity or expression sexual orientation national origin genetics disability age veteran status marital status parental status cultural background organizational level work styles tenure and life experiences. Or for any other reason.

Slate is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability you may contact us at