Senior Specialist, Commercial Operations Technology

Summary 

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.

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:

• 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.

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: 

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

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 = $140,000.00 - $170,000.00

Internal leveling code: IC8