Staff Technical Product Manager-Workshop Operations

About the role

The Staff Technical Product Manager – Workshop Operations will lead the execution of Scout’s digital workshop operations ecosystem, focusing on appointment management and internal Scout service systems.

Responsibilities

• Own Scout’s digital products that support service appointment management, including service tracking for Scout workshops and mobile service network.
• Work closely with Aftersales Business, Retail Operations, and IT to deliver scalable, reliable, and operationally sound solutions across Scout’s direct-to-consumer retail network.
• Define and lead strategy for digital workshop operations platforms, centered on appointment management and internal Scout service systems.
• Define and drive early-stage definition and execution of appointment management 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 appointment management performance across Scout’s direct-to-consumer retail network, ensuring reliable, consistent service execution at every location.
• Navigate high levels of ambiguity inherent to 0–1 product development, making informed tradeoffs while requirements, partners, and operational constraints evolve.
• Ensure critical data like service estimates, service orders, labor operations, parts, VINs, mileage, warranty eligibility, and service outcomes remain accurate and consistent between the appointment management and other Scout systems and product landscape.
• Support operational scalability as Scout’s retail footprint grows, and Scout Workshop processes mature.
• Steer integrations that enable consistent service execution independent of location, reducing operational variability and reliance on manual process differences.
• Lead Product Development by defining technical tracking mechanisms, location data frequencies, and ETA calculation logic. Evaluate integration performance, API lifecycle requirements, and cross-platform compatibility considerations, partnering with engineering and vendors to define scalable solutions.
• Collaborate with Technical Service, Retail Operations, and IT stakeholders to integrate booking constraints, technician availability, bay capacities, parts readiness, and customer preferences with internal platforms. Enable seamless digital workflows for service specialists, technicians, mobile service, and retail customers. Support secure data exchange requirements between vehicle telemetry systems and scheduling databases.
• Translate complex operational workflows and workshop policies into clear technical requirements, automated scheduling algorithms, and system logic.
• 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 workshop disruption.
• Collaborate with third-party vendor to resolve defects, validate upgrades, and maintain system performance.
• Serve as a trusted technical advisor to internal teams and external partners, translating workshop and service needs into scalable technical solutions. Work closely with Retail Operations to ensure systems support real-world service execution. IT & Engineering aligning 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 by driving 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 by partnering 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 by defining KPIs related to workshop operations performance, including service estimate and order throughput, data synchronization accuracy, integration uptime, and error rates. Monitor system health and retailer adoption using dashboards and operational metrics. Use feedback from service specialists, technicians, and workshop managers to drive continuous improvement.

Requirements

• Experience 8+ years of product management experience with a strong focus on technical platforms, system integrations, or operational software.
• Proven success delivering service operations tools or workshop management systems.
• Automotive aftersales, workshop operations, or DMS experience is strongly preferred.
• Experience working directly with external technology vendors.
• Strong understanding of distributed system architecture, APIs, cloud-based platforms, and data integration patterns.
• Hands-on experience with REST/SOAP APIs, web services, and structured data exchange.
• Familiarity with DMS platforms, service systems, or technician-facing tools is required.
• Proficiency with Agile tools and methodologies (Jira, Confluence).
• Demonstrated experience delivering 0–1 products or platforms in pre-launch, startup, or transformation environments; comfort building systems and processes before steady-state operations.
• Ability to author detailed technical requirements, integration specifications, and workflows.
• Highly analytical problem solver comfortable with operational complexity.
• Excellent communication and stakeholder management skills across technical and non-technical audiences.
• Data-driven mindset; comfortable working with dashboards, logs, and basic SQL.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, Business, or a related field.
• MBA or advanced technical degree preferred.