Service Specialist, Program Support

Socket.dev; Charlotte (NC); Hybrid; USD 90,000 - 113,000; Full time

Benefits offered by this job

Health insurance

401(k) program with employer match

Paid Time Off - 20 days

Job summary

Scout Motors is seeking a proactive leader to own and optimize the Retail Service Operations for its growing electric pickup and SUV lineup.

You will craft end-to-end service journeys, develop playbooks for Service roles, and drive productivity through documented workflows and mobile operating models.

Qualifications

• 5-7 years of experience in a retail automotive service environment.
• Strong understanding of project management methodologies, software, tools and techniques.
• 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.

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 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.

Skills

Project management

AI tools

Communication

Team collaboration

Tools

PowerPoint

Excel

SharePoint

Jirra

Confluence

Figma

Job description

Here at Scout Motors, we're carrying forward the heritage of one of the most iconic American vehicles in history. A vehicle dating back to 1960. One that forged the path for future generations of rugged SUVs and trucks and will do so once again.

But Scout is more than just a brand, it’s a legacy steeped in a culture of exploration, caretaking, and hard work.

The Scout brand is all about respect. Respect for the past and the future by taking an iconic American brand that hasn’t been around for a while, electrifying it, digitizing it, and loading it with American innovation. Respect for communities by creating a company that stands for its people and its customers. Respect for both work and play, with vehicles that are equally at home at a camp site, a job site, or on a Tuesday commute. And respect for our customers by developing two powertrains that meet their requirements — an all-electric powertrain as well as the Harvester™ range extender powertrain 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. What makes a Scout employee? Someone who is a visionary and a leader, who seeks new paths and shares lessons learned. A knowledgeable doer who collaborates across the company to build better. A go-getter with unrivaled passion.

Join us at Scout Motors and be part of shaping the future of transportation.

What you’ll do

Become part of an iconic brand that is set to revolutionize the electric pick-up truck & rugged SUV marketplace by achieving the following:

• 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.

Location & Travel Expectations

This role may be based out of the Scout Motors corporate headquarters in Charlotte, NC or St. Louis, Missouri. We will also consider remote applicants.

• This role requires 4-5 days per week in the office, with regular in-person meetings and events.
• Applicants should expect that the role will require the ability to convene with Scout colleagues in person and travel to participate in events on behalf of the company from time to time.
• Travel: Domestic and international travel required, approximately 50% of the time. Valid driver's license required. Passport required.

What you’ll bring

We expect all Scout employees to have integrity, curiosity, resourcefulness, and strive to exhibit a positive attitude, as well as a growth mindset. You’ll be comfortable with change and flexible in a fast-paced, high-growth environment. You’ll take a collaborative approach to achieve ambitious goals. Here's what else you'll bring:

• 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.

What you'll gain

The benefits of joining Scout include the chance to build products and a company from the ground up. This is a chance to create something new and lasting – with an iconic brand at its foundation. In addition, Scout provides competitive compensation and benefits to support your physical, mental, and financial wellbeing. Program specifics are detailed in company policies and employee benefit guides, select highlights:

• 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

Pay Transparency

This is a full-time, exempt position eligible to receive a base salary and to participate in an annual performance bonus program. Final salary offered will be determined based on factors including but not limited to the candidate's 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

Internal leveling code: IC9

Notice to applicants

• To be considered for career opportunities at Scout Motors, applicants must be 18 years of age or older.
• Residing in San Francisco: Pursuant to the San Francisco Fair Chance Ordinance, Scout Motors will consider for employment qualified applicants with arrest and conviction records.
• Residing in Los Angeles: Scout Motors will consider for employment qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring Ordinance.
• Residing in New York City: This role is not eligible for remote work in New York City.

Equal Opportunity

Scout Motors is committed to employing a diverse workforce and is proud to be an Equal Opportunity Employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, disability, pregnancy, or any other characteristics protected by law. Scout Motors is committed to compliance with all applicable fair employment practice laws. If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact [e-mail].