Service Specialist, Program Support
$90,000–$112,500 year
On-siteCharlotte, North Carolina, United States
Job Summary
Build communication templates and protocols for Service Specialists while owning the design and continuous improvement of the end-to-end customer service journey. Develop comprehensive playbooks for Service Specialists, Technicians, and Assistants, and design daily job dispatch processes that maximize productivity and consistency. Lead development of the mobile service operating model, including logistics planning and service delivery standards, while leveraging AI tools to streamline workflow documentation and operational analysis. Own service operations KPI development, performance reporting, and continuous improvement initiatives, independently identifying operational risks and scalability challenges to implement solutions. Partner with cross-functional teams across Aftersales, Digital, Training, and HR to align Retail Service Operations with broader company objectives. This role requires 4-5 days per week in the office with approximately 50% domestic and international travel, based in Charlotte, NC or St. Louis, MO.
Required Qualifications
- 5-7 years of experience in a retail automotive service environment
- Management experience
- 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
- Experience with implementation or expert level user of software platforms such as CRM, DMS, TMS, etc.
- Excellent written and verbal communication skills
- Strong organizational skills and attention to detail
- Valid driver's license
- Passport
- 4-5 days per week in the office
- Ability to convene with Scout colleagues in person
- Travel to participate in events on behalf of the company
- Domestic and international travel
- Approximately 50% of the time travel
- 18 years of age or older
Desired Qualifications
- Management experience is a plus
- A builder's mindset – comfortable with ambiguity, energized by early stage challenges, and motivated by the opportunity to create something new
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