Service Specialist, Program Support

About Scout Motors

Here at Scout Motors, we're carrying forward the heritage of one of the most iconic American vehicles in history—a brand dating back to 1960 that forged the path for future generations of rugged SUVs and trucks. Scout is more than just a brand; it’s a legacy steeped in a culture of exploration, caretaking, and hard work. We’re revitalizing an iconic American brand by electrifying it, digitizing it, and infusing it with innovation while respecting its past and future. We stand for our people, our customers, and our communities, building vehicles equally at home at a campsite, job site, or on a daily commute. Our powertrains meet diverse customer needs: an all-electric option and the Harvester™ range extender, which includes a built-in gas-powered generator with an estimated 500 miles of combined range.

At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. We seek visionary leaders who collaborate to build better, take initiative, and share lessons learned. Join us to shape the future of transportation.

Responsibilities

• Build communication templates and protocols for Service Specialists (texts, emails, status updates).
• Own the design and continuous improvement of the end-to-end customer service journey.
• Develop comprehensive playbooks for Service Specialists, Service Technicians, and Service Assistants.
• Design and document daily job dispatch processes and end-to-end service workflows that maximize productivity, consistency, and customer experience.
• Lead development of the mobile service operating model, including logistics planning, service delivery standards, and operational readiness.
• Build hiring and training timelines aligned with Scout’s growth roadmap to ensure the right people are in place at each scaling stage.
• Partner with cross-functional teams across Aftersales, Digital, Training, HR, and other departments to align Retail Service Operations with broader company objectives.
• Leverage AI tools and emerging technologies to accelerate workflow development, documentation, and operational analysis.
• Own service operations KPI development, performance reporting, and continuous improvement initiatives.
• Identify operational risks, process gaps, and scalability challenges, implementing solutions to improve service performance and customer experience.

Requirements

• 5-7 years of experience in a retail automotive service environment; management experience is a plus.
• Strong understanding of project management methodologies, software, tools, and techniques.
• Proficiency with standard project management tools (PowerPoint, Excel, SharePoint, Jira, Confluence, Figma).
• Proficiency using AI tools in a professional setting, with the ability to apply them meaningfully to tasks such as research, documentation, and operational efficiency.
• Experience with implementation or expert-level use of software platforms such as CRM, DMS, TMS, etc.
• Excellent written and verbal communication skills, with the ability to translate complex operational concepts into clear, actionable documentation.
• Strong organizational skills and attention to detail.
• A builder’s mindset—comfortable with ambiguity, energized by early-stage challenges, and motivated by the opportunity to create something new.
• Integrity, curiosity, resourcefulness, and a growth mindset.
• Collaborative approach to achieving ambitious goals.
• Comfort with change and flexibility in a fast-paced, high-growth environment.

Location & Travel

This role may be based at Scout Motors’ corporate headquarters in Charlotte, NC or St. Louis, Missouri, or considered for remote work. The position requires 4-5 days per week in the office, with regular in-person meetings and events. Applicants should be prepared for in-person collaboration and occasional travel to represent the company.

Travel: Domestic and international travel required, approximately 50% of the time. A valid driver’s license and passport are required.

Benefits

• Competitive insurance, including medical, dental, vision, and income protection plans.
• 401(k) program with employer match and immediate vesting.
• Generous Paid Time Off:
  • 20 days planned PTO (accrued).
  • 40 hours unplanned PTO and 14 company or floating holidays annually.
• Up to 16 weeks of paid parental leave for biological and adoptive parents of all genders.
• Paid leave for bereavement, jury duty, voting time, or military leave.

Pay

This is a full-time, exempt position eligible for a base salary and participation in an annual performance bonus program. The final salary will be determined based on skills and experience. The annual performance bonus program is preset and not candidate-dependent.

Initial base salary range: $90,000.00 - $112,500.00

Initial California base salary range: $99,000 - $123,750