Staff Technical Product Manager - Workshop Operations

Lead early-stage definition and execution of mobile service ahead of Start of Operations, including standing up new integrations, workflows, and operating models where no prior baseline exists.

Champion a modern, API-first, data-driven approach to Scout’s service operations that prioritizes system reliability, operational efficiency, scalability and ease of use for Scout’s direct-to-consumer retail network.

Be accountable for the mobile service management performance across Scout’s direct-to-consumer retail network, ensuring reliable, consistent service execution at every location.

Service Operations - Problem Solving

Navigate high levels of ambiguity inherent to 0–1 product development, making informed tradeoffs while requirements, partners, and operational constraints evolve.

Ensure the quality of the service experience remains both accurate and consistent within mobile service management applications and other Scout systems and product landscape

Support operational scalability as Scout’s mobile network grows and Scout processes mature.

Steer integrations that enable consistent service execution independent of location, reducing operational variability and reliance on manual process differences.

Lead Product Development

Lead end-to-end product development for mobile service, from initial discovery through delivery and continuous improvement.

Partner directly with external partners and providers to:

Define technical tracking mechanisms, location data frequencies, and ETA calculation logic.

Coordinate API performance tuning, version upgrades, and cross-platform mapping compatibility.

Collaborate with Technical Service, Retails Operations, and IT stakeholders to:

Integrate booking constraints, technician availability, mobile capacities, parts readiness, and customer preferences with internal platforms.

Enable seamless digital workflows for mobile service technicians and retail customers.

Support secure data exchange requirements between vehicle telemetry systems and scheduling databases.

Translate complex operational workflows and mobile service policies into clear technical requirements, automated scheduling algorithms, and system logic.

Integration & Technical Ownership

Oversee the design, development, and troubleshooting of Scout internal digital products.

Ensure smooth data migration, synchronization, and data integrity across all integrated systems.

Evaluate, document, and optimize integrations using REST APIS, web services, and structured data formats (JSON, XML).

Define error handling, monitoring, and support processes to minimize operation disruption.

Collaborate with third-party vendor to resolve defects, validate upgrades, and maintain system performance.

Stakeholder Relationships

Serve as a trusted technical advisor to internal teams and external partners, translating mobile service needs into scalable technical solutions.

Work closely with:

Retail Operations to ensure systems support real-world service execution.

IT & Engineering to align on architecture, security, and platform standards.

Technical Service to ensure accurate diagnostics and telemetry workflows.

Drive alignment across stakeholders on priorities, scope, and delivery timelines.

Operationalize Products

Lead rollout and adoption of workshop operations capabilities across Scout’s direct-to-consumer retail network.

Establish operational readiness criteria for new integrations and feature releases.

Drive Technical Excellence

Partner with Scrum teams to ensure scalable, resilient, and secure integration architectures.

Establish best practices for API versioning and data validation.

Proactively identify technical risks, integration gaps, and opportunities to simplify system interactions.

Ensure solutions meet enterprise security, privacy, and reliability standards.

Measure Success

Define KPIs related to workshop operations performance, including routing accuracy, data synchronization, integration uptime, and error rates.

Monitor system health and retailer adoption using dashboards and operational metrics.

Use feedback from service specialists, technicians, and mobile managers to drive continuous improvement.

Measure impact on repair cycle time, operational efficiency, and data quality.

Location & Travel Expectations:

This role will 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.

Applicants should expect that the role will require the ability to convene with Scout colleagues in person and travel to participate in events on behalf of the company from time to time.