Ownership Experience Lead — Post-Delivery & Revenue

Slate; Carson (CA); On-site; USD 130,000 - 190,000; Full time

Job summary

Slate is seeking a hands-on Manager to lead the Ownership Experience Team, overseeing service, warranty coordination, and DIY support for post-delivery customers. You will set standards, manage case-management discipline, and own revenue and service levels as the owner base grows.

You will build automations, self-service tools, and guide AI adoption to delight customers while partnering with service, upfit, and delivery leaders to remove friction and scale performance.

Qualifications

• Bachelor's or Associate's degree is preferred, but professional experience counts.
• 8+ years in Customer Experience, Customer Success, Service, or Aftersales.
• 5+ years of people management, with frontline teams.
• Proven ownership of revenue or commercial targets.
• Experience building a function with processes, metrics, and reporting.

Responsibilities

• Hire, onboard, and develop Ownership Experience Agents.
• Run a consistent coaching cadence with 1:1s and reviews.
• Own end-to-end post-delivery service and warranty coordination.
• Oversee DIY warranty coordination and timely resolutions.
• Own aftersales revenue targets and attachment opportunities.
• Forecast and report aftersales performance for leadership insights.
• Define metrics for post-delivery experience and build SOPs and automation.
• Collaborate with service, upfit, and delivery leaders to identify friction.
• Represent customer voice across functions to improve product and loyalty.

Skills

Customer Experience

People Management

Data Analytics

CRM Systems

Education

Bachelor's or Associate degree

Tools

CRM software

Job description

Slate is seeking a hands-on Manager to lead the Ownership Experience Team, overseeing service, warranty coordination, and DIY support for post-delivery customers. You will set standards, manage case-management discipline, and own revenue and service levels as the owner base grows.

You will build automations, self-service tools, and guide AI adoption to delight customers while partnering with service, upfit, and delivery leaders to remove friction and scale performance.