Senior Director, eCommerce and Customer Fulfillment Technologies

ABOUT SLATE At Slate, we’re building safe, reliable vehicles that people can afford, personalize and love—and doing it here in the USA as part of our commitment to reindustrialization. The spirit of DIY and customization runs throughout every element of a Slate, because people should have control over how their trucks look, feel, and represent them. About the Role This role owns slate.auto as a place to buy. That covers the top of the vehicle purchase funnel, the accessories and wraps Marketplace, and the technology behind fulfillment and service: customer service for owners, service network and partner network support, warranty, returns, and the systems corporate functions rely on. A Slate Truck is designed to change many times over its life, so the GM is also accountable for keeping owners engaged long after delivery. Three things matter most: product taste, customer engagement, and strong analytical skill. The role works closely with software engineering, the accessories and wraps team, commercial, supply chain, transportation and logistics, the service and partner networks, customer care, finance, and legal. What You Will D o Steward the slate.auto buying experience. Set the standard for product content, merchandising, pricing display, availability and delivery messaging, payments, checkout, and site performance. Find where the experience breaks and get it fixed. Own the top of the vehicle purchase funnel. Guide customers from first visit through product discovery, configurator build, Starter Pack or blank build, payment estimate, and preorder. Measure conversion and drop-off at each stage, present accessories, wraps, and pre-delivery installation where they help the customer decide, and hand off cleanly to the teams that own purchase and delivery. Lead product management for the storefront. Own the roadmap for vehicle discovery and configuration, the Marketplace, configurator, cart and checkout, and owner account. Write requirements, set priorities with digital engineering and design, and measure each release against a defined outcome. Make fitment reliable so owners know what works with their configuration and what they already have installed. Keep owners engaged through lifetime of product. Build engagement and enthusiasm for renewing a Slate vehicle many times over its life, including new product drops, collaborations, wrap changes, and SUV Kit conversions. Measure customer engagement and satisfaction, repeat purchase rate, time between purchases, and lifetime value. Build customer service and reverse logistics product: We easy, elegant yet policy compliant self-service workflows – so Customers can resolve their issues with minimal friction. This includes agent tools that interact directly with customers. For the service network and partner network: self service support tools and case handling for service providers, authorized installation partners, and other partners, including scheduling, parts and accessory orders, and escalation to Slate. Run the end-to-end order experience. Work with the accessories and wraps team and accessory engineering on launch readiness and fitment, supply chain on forecasts and inventory, logistics on delivery promises and freight for large items such as the SUV Kit, and installation partners on scheduling and quality. When a handoff breaks, the GM owns the fix and the customer communication. Drive an eCommerce Marketplace success for accessories and wraps. Partners closely with that accessories and wraps product team and optimizes the purchase funnel for on slate.auto: funnel conversion, merchandising, product presentation, attach rate at vehicle purchase, and repeat purchase after delivery. Approach it with a P&L view, tracking revenue, margin, and the cost to sell and fulfill, and share demand signals (configurator saves, abandoned carts, site search, return reasons) to inform the accessories and wraps team's roadmap. Think about both sides of the Marketplace – bu…

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