Manager, Ownership Experience
Full-time
Slate
About Slate At Slate, we’re building safe, reliable vehicles that people can afford, personalize and love—and 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 Slate’s 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 builder's role, not a caretaker's. 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 team's 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 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 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
- 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
- Bachelor's or Associate's 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.
- Safety First
- Delight Customers
- One Team
- Relentless Improvement
- Fast, Frugal, and Scrappy
- Respectful Collaboration
- Positive Legacy
Vacancy posted 1 day ago
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