Senior Site Reliability Engineer

Scout Motors • Charlotte, NC

22d • Onsite

About The Position

We are seeking a candidate to lead Commercial IT Launch & Support technology. This role will lead a portfolio spanning customer support tooling, retail issue escalation, support integrations, operational readiness, cutover, runbooks, support model definition, across Commercial Operations systems. The role will work across Commercial Operations, Retail Operations, Customer Support, IT Operations, Service Desk, Digital Product, Platform Engineering, Data/Integration, Security, and application owners to ensure commercial systems land cleanly into production and can be supported at scale.

Requirements

• Proven track record supporting launch readiness, service transition, release management, IT operations, production support, or business-critical system delivery.
• Strong understanding of operational readiness, incident management, support models, runbooks, cutover planning, hypercare, and production support expectations.
• Ability to translate operational needs into system capabilities, support requirements, escalation models, reporting needs, and transition plans.
• Strong cross-functional coordination skills, with the ability to drive accountability across business, IT, Digital, support, vendor, and operations teams.
• Experience partnering with IT Operations, Service Desk, Platform Engineering, Security, Enterprise Architecture, Data/Integration, and application delivery teams.
• Strong communication skills, including the ability to summarize readiness, risk, and support implications for senior stakeholders.
• Ability to operate through ambiguity while building repeatable processes, governance, templates, and operating routines.
• Bachelor’s degree in information technology, business, operations, engineering, or a related field.
• 8 + years of experience in IT operations, service delivery, application support, release management, business systems delivery, or operational readiness; automotive, retail, or DTC support experience preferred.

Nice To Haves

• Experience with customer support systems, ticketing platforms, CRM integrations, ITSM tools, retail support models, or service desk operations preferred.

Responsibilities

• Own launch readiness products and transition-to-run processes across the Commercial IT portfolio.
• Lead technology planning and delivery for customer support systems, issue escalation workflows, retail support tooling, and related support-enablement capabilities.
• Define and maintain commercial launch readiness gates, including ownership models, escalation paths, monitoring requirements, runbooks, cutover plans, hypercare plans, and post-launch support processes.
• Partner with Commercial IT domain leads, Digital Product, IT Operations, Service Desk, Security, Data/Integration, Enterprise Architecture, and business stakeholders to ensure new systems are production-ready.
• Drive cross-domain dependency tracking and readiness reporting for commercial launches, ensuring risks, blockers, operational gaps, and handoff needs are visible and actively managed.
• Ensure all support and operations enablement solutions align with enterprise architecture, ITSM processes, service transition standards, security requirements, release management, and operational governance.

Benefits

• Competitive insurance including: Medical, dental, vision and income protection plans
• 401(k) program with: An employer match and immediate vesting
• Generous Paid Time Off including: 20 days planned PTO, as accrued
• 40 hours of 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 circumstances related to bereavement, jury duty, voting time, or military leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior