Senior Manager, Charging

Summary

Join Scout Motors and become a key player in revolutionizing the electric pick-up truck and rugged SUV market. You will develop and execute a comprehensive strategy for public charging, encompassing various aspects such as high-power charging, partnerships, home charging, and Scout facility charging. This role demands cross-functional collaboration with R&D, Finance, Product Marketing, and retail operations to build, launch, and profitably operate charging offers. You will also manage vendor relationships, develop a unified Scout wallet for seamless payment experiences, and define retail charging requirements. Furthermore, you will collaborate with customer support to address charging questions and issues, define KPIs to measure network effectiveness, and actively benchmark competitor offerings. This remote position, based in the US (excluding NYC), requires occasional travel for in-person meetings and events.

Requirements

• Bachelor's degree in engineering, business, or another relevant field
• 10+ years of experience developing and managing OEM or CPO charging programs and consumer offers
• 3+ years of managing vendor relationships related to public & facilities charging, with demonstrated success in defining a customer journey and delivering high customer satisfaction
• Broad base of charging industry and technical knowledge and an extensive network of industry contacts across a variety of CPOs and charging service providers (eMSPs)
• Understanding of the key partners in the facilities-charging space with the ability to map charging requirements to individual retail site locations
• Customer-first mindset, always thinking from the point of view of a Scout customer and their public charging needs
• Demonstrated ability to map customer and employee journeys and collaborate with digital designers and other stakeholders to bring these experiences to life through mobile applications, websites, in-vehicle interactions, and physical properties
• Strong project management mindset and a track record of defining and executing complex projects, managing teams through influence and using tools such as JIRA
• Demonstrated ability to develop and manage effective vendor/partner relationships

Responsibilities

• Develop and execute a comprehensive strategy for public charging offers, high power charging, eMSP/CPO partnerships, home charging & Scout facilities charging. Maintain these products and services on an ongoing basis to ensure competitiveness and the highest customer satisfaction
• Drive and coordinate cross-functional charging projects with Scout R&D, Finance, Product Marketing, retail operations, and other functions necessary to build, launch, and profitability operate public charging and energy offers
• Develop a cohesive charging strategy that encompasses public charging features (incl. dynamic POIs, Plug n Charge, AutoCharge, and eMSP services). Work with key Product & Connected Services stakeholders to ensure a competitive offer for Scout drivers
• Support the key liaison between the Rivian/VW tech JV and Scout motors development team on technical integrations for public charging features
• Manage Scout & supplier relationships to ensure the successful launch of public/home charging features & mobile payments
• Develop a unified Scout wallet to ensure that our drivers can have a seamless payment experience at any public charging station
• Work cross-functionally with Digital Products, Energy Systems, JV, Product Marketing, & Purchasing teams to define the public charging strategy & lead the vendor selection process that results in meeting customer satisfaction objectives & KPIs
• Develop a Smart Charging plan that includes partnering with key utility aggregators and working with internal stakeholders to ensure a seamless customer experience
• In collaboration with Scout Architecture & Construction and Retail Operations, define the Scout Motors retail charging requirements, equipment specifications, operating guidelines, and charging capacity calculations, ensuring a reliable, connected, and cost-effective retail/service charging environment
• Analyze the annual throughput at each Scout retail location to ensure that the charging needs for new vehicle deliveries and service vehicles are sufficient. Monitor growth of sales and the car park and adjust charging needs as necessary
• Aligned with Purchasing, lead the vendor selection for our preferred retail and facilities charging partner, while ensuring installations meet key milestones at each facility
• Collaborate with Scout Customer Support to anticipate customer charging questions and issues, preparing thorough and accurate documentation for scaled problem-solving utilization by Customer Support agents; serve as an escalation resource, including in-field issue identification, for Scout Customer Support
• Collaborate with Scout Customer Support to anticipate customer public charging questions and troubleshoot issues effectively and consistently
• Define KPIs to measure network effectiveness, uptime, and customer satisfaction. Work with the data products team to develop a dashboard to monitor these KPIs and share the data with key stakeholders and partners
• Manage the lifecycle of charging products & services, from concept ideation to execution and production. Ensure proper budgets are set for the annual planning round, while adjusting revenue forecasts as market conditions evolve
• Monitor KPIs and drive key product lifecycle improvements to ensure high utilization rate of our home and public charging features
• Actively benchmark competitor charging offers and messaging to ensure that Scout Motors remains among the most trusted and transparent brands for charging

Benefits

• 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