Specialist, Customer Journey Program Manager

Описание вакансии

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 trucks 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.

The Scout brand is all about respect. 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. 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. And respect for our customers by developing two powertrains that meet their requirements — an all-electric powertrain as well as the Harvester™ range extender powertrain which includes a built-in gas-powered generator with an estimated 500 miles of combined range.

At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. What makes a Scout employee? 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 electric pick-up truck & rugged SUV marketplace by achieving the following:

• Work cross-functionally to map customer experiences, flag emotional states and pain points, identify critical interdependencies and systems, and define key metrics across all journey stages.
• Coordinate and facilitate workshops in support of customer journey governance and operating mechanisms.
• Test and validate Scout’s approach to the customer journey. Align stakeholders and implement changes as needed.
• Develop business cases as needed in support of various customer journey efforts.
• Maintain and manage Scout’s end-to-end, cross-functional customer journey maps and materials. Standardize customer facing nomenclature.
• Collaborate with the Customer Journey Manager and Commercial Operations leaders in developing, refining, and deploying the core end-to-end Scout Customer Journey.
• Work with the Customer Journey Manager and Commercial Operations leaders in designing and mapping alternative/specialized customer journeys (e.g., the Scout VIP experience)
• Support the development of communication assets – slides, one-pagers, and visual summaries highlighting the customer journey
• Travel to various Scout events and locations to better understand what our customers expect in terms of in-store, digital, and vehicle experiences.

Location & Travel Expectations:

• This role may be based out of the Scout Motors corporate headquarters in Charlotte, NC.
• This role requires 4-5 days per week in the office, with regular in-person meetings and events.

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 Marketing, Business Management / Administration, Strategy, or related field.
• 4+ years of experience at a top-tier consulting firm or advertising agency with projects in retail customer experience (brick and mortar & e-commerce), customer journeys, marketing strategy, performance measurement, and/or loyalty
• Familiarity of the end-to-end automotive customer journey and touchpoints and understanding of an automotive customer’s needs, attitudes, behaviors, and pain points.
• The ability to work and collaborate across multiple functions and stakeholders of all levels (e.g., Retail Operations, Commercial Operations, Aftersales, IT, and Strategy) to drive alignment and consensus on the end-to-end customer journey
• Experience supporting multiple projects at once, prioritizing critical deliverables, identifying key dependencies, and influencing outcomes
• The ability to distill complex topics, problems, and situations into a simple and easy to understand way
• Ability to thrive in an entrepreneurial, high-growth, fast-paced environment with comfort navigating ambiguity and change.
• Willingness to support high-level strategic projects and to roll-up your sleeves as needed – including direct customer interaction when required.
• Automotive experience is a plus, but not required.
• Proficiency in Microsoft Office Suite

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

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 = $90,000 - $112,500

Internal leveling code: IC9

Notice to applicants:

• To be considered for career opportunities at Scout Motors, applicants must be 18 years of age or older.
• Residing in San Francisco: Pursuant to the San Francisco Fair Chance Ordinance, Scout Motors will consider for employment qualified applicants with arrest and conviction records.
• Residing in Los Angeles: Scout Motors will consider for employment qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring Ordinance.
• Residing in New York City: This role is not eligible for remote work in New York City.

Equal Opportunity

Scout Motors is committed to employing a diverse workforce and is proud to be an Equal Opportunity Employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, disability, pregnancy, or any other characteristics protected by law. Scout Motors is committed to compliance with all applicable fair employment practice laws. If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact ScoutAccommodations@scoutmotors.com.