Service Specialist, Program Support

Scout Motors • Charlotte, NC

4d • Hybrid

About The Position

Scout Motors is bringing back an iconic American vehicle brand, electrifying and digitizing it with American innovation. We are creating a company that respects its people, communities, and customers, with vehicles suitable for work, play, and daily commutes. We offer both an all-electric powertrain and a Harvester™ range extender powertrain. At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. We are looking for individuals who are visionaries, leaders, knowledgeable doers, collaborators, and passionate go-getters to help shape the future of transportation and make history.

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
• Strong proficiency with standard project management tools (PowerPoint, Excel, SharePoint, Jirra, 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 user 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 positive attitude, as well as a growth mindset.
• Comfortable with change and flexible in a fast-paced, high-growth environment.
• Collaborative approach to achieve ambitious goals.
• Valid driver's license required.
• Passport required.

Responsibilities

• Building 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 that align with Scout’s growth roadmap, ensuring the right people are in the right place at each stage of scaling.
• Partner with cross-functional team members across key departments such as Aftersales, Digital, Training, HR, and more to align Retail Service Operations with Scout’s broader company objectives.
• Leverage AI tools and emerging technologies to accelerate and streamline workflow development, documentation, and operational analysis.
• Own service operations KPI development, performance reporting, and continuous improvement initiatives.
• Independently identify operational risks, process gaps, and scalability challenges while implementing solutions that improve service performance and customer experience.

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: Mid Level
• Education Level: No Education Listed