Head of Ownership Experience & Aftersales

Slate Auto; Carson (CA); On-site; USD 150,000 - 210,000; Full time

Job summary

Slate seeks a hands-on, metrics-driven Manager to lead the Ownership Experience Team, overseeing post-delivery service, warranty claims, and personalization of trucks. You will build and scale Ownership Experience Agents, establish case-management discipline, and drive aftersales revenue targets.

The role emphasizes process standards, data-driven decisions, automation and AI adoption, and close collaboration with service, upfit, and delivery partners to delight customers and grow brand loyalty.

Qualifications

• 8+ years of proven experience in Customer Experience, Customer Success, Service, or Aftersales, ideally with electric vehicles, their ownership, and servicing.
• 5+ years of people management experience, including hiring, coaching, performance management, and developing frontline customer-facing teams.

Responsibilities

• Lead, coach, and develop the Ownership Experience Team.
• Hire, onboard, and develop a team of Ownership Experience Agents, building bench strength ahead of demand.
• 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.
• 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.
• Forecast and report on aftersales performance, translating attachment data into a credible view of the quarter for commercial leadership.

Skills

Leadership

Customer Experience

CRM systems

Data-driven decision making

Communication skills

Education

Bachelor's or Associate's degree preferred

Tools

CRM software

Case management systems

Job description

Slate seeks a hands-on, metrics-driven Manager to lead the Ownership Experience Team, overseeing post-delivery service, warranty claims, and personalization of trucks. You will build and scale Ownership Experience Agents, establish case-management discipline, and drive aftersales revenue targets.

The role emphasizes process standards, data-driven decisions, automation and AI adoption, and close collaboration with service, upfit, and delivery partners to delight customers and grow brand loyalty.