Sr. Specialist, OMD Support Strategy and Operations

What you’ll do

Scout Motors is seeking a highly motivated operator to build and scale enterprise support capabilities across Order Management & Distribution (OMD). This role will define the strategies, operating models, processes, governance frameworks, and technology requirements that enable Scout to deliver world-class support for retail operations, internal fleet management, and regulatory vehicle documentation. 

This position is ideal for someone who thrives in ambiguity, enjoys building from first principles, and can align diverse stakeholders around scalable solutions. 

At Scout, many of the capabilities you will lead do not yet exist. You will help establish the foundations, governance, and systems needed to support a rapidly scaling business while maintaining an exceptional experience for internal and external stakeholders. 

Front-Line Support Strategy & Operations Responsibilities 

• Develop the operating model, workflows, and escalation paths for a centralized support function serving Scout internal and retail teams with their orders. 
• Define team scope, ownership boundaries, support tiers, escalation criteria, and case-management processes. 
• Establish staffing models, workforce planning strategies, shift coverage, and resource allocation frameworks supporting retailer business hours United States geography. 
• Create policies, procedures, knowledge-management standards, and training materials that drive consistency, accuracy, and speed. 
• Define service-level agreements (SLAs), operational metrics, and performance reporting frameworks. 
• Develop instrumentation and feedback loops that identify recurring issues and drive continuous improvement. 
• Establish governance processes for issue triage, root-cause identification, and resolution management. 

Internal Fleet Strategy & Operations Responsibilities 

• Design and implement end-to-end processes governing internal vehicle requests, approval workflows, sourcing decisions, order placement, fulfillment, and handoff to downstream disposition activities. 
• Partner with Finance, Legal, Remarketing, and other stakeholders to create a scalable process that can support multiple use-cases. 
• Define governance structures, approval authorities, financial controls, and decision-making processes. 
• Create policies, procedures, documentation standards, and operating guidelines. 
• Establish reporting and performance metrics. 
• Develop business requirements and partner with Digital Products teams to create supporting tools. 

Monroney Label Program Leadership Responsibilities 

• Establish centralized ownership, governance, and visibility across all Monroney-related activities. 
• Build and maintain an integrated roadmap coordinating multiple parallel workstreams and stakeholder groups. 
• Lead cross-functional collaboration across Legal, Compliance, Manufacturing, Product Planning, Pricing, Engineering, Digital Products, Retail Operations, and other business teams. 
• Manage program risks, dependencies, decisions, milestones, and stakeholder communications. 

Location & Travel Expectations:

• This role may be based out of the Scout Motors corporate headquarters in Charlotte, NC. 
• 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.

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: 

• 8+ years of experience in automotive, supply chain, retail operations, sales operations, business operations, program management, consulting, or related business functions. 
• Proven experience designing, implementing, and scaling business processes, operating models, shared-service functions, or support organizations. 
• Demonstrated success leading highly cross-functional initiatives involving multiple stakeholder groups and competing priorities. 
• Strong program and project management experience with the ability to manage multiple concurrent workstreams from concept through implementation. 
• Experience translating business requirements into process designs, workflow improvements, system requirements, or technology solutions. 
• Experience developing policies, procedures, governance models, operating standards, and control frameworks. 
• Strong analytical and problem-solving skills with experience leveraging metrics and operational data to drive decision-making. 
• Experience defining KPIs, service-level agreements (SLAs), reporting frameworks, and performance management processes. 
• Excellent communication, facilitation, presentation, and stakeholder-management capabilities. 
• Ability to influence without direct authority and successfully navigate complex organizational environments. 
• Comfort operating in ambiguous environments and building solutions from first principles. 
• Strong organizational skills with the ability to balance strategic planning and hands-on execution. 
• Experience leading workshops, driving alignment, and facilitating decision-making across business functions. 
• Demonstrated ability to identify operational risks and implement scalable mitigation strategies. 
• Passion for creating exceptional operating experiences for internal stakeholders and customers. 

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 = $130,000.00 - $160,000.00

Internal leveling code: IC8