Senior Specialist, Inside Delivery Operations

Summary

Join Scout Motors and help revolutionize the electric pick-up truck and rugged SUV market! Design, build, and document the operating model for a centralized inside delivery team. Create a scalable operations playbook to support tens of thousands of direct-to-consumer deliveries annually. Lead the hiring and onboarding of a team of Inside Delivery Specialists. Ensure every customer receives a white-glove experience. Establish team KPIs and performance dashboards. Partner with cross-functional teams for a seamless purchase-to-delivery flow. Develop contingency plans for delivery disruptions. Leverage digital tools and automation to enhance customer experience. Act as a customer advocate and maintain documentation and training guides.

Requirements

• Bachelor’s Degree
• Minimum of 5 years of experience in delivery operations, customer experience, or sales operations — with strong preference for experience in direct-to-consumer automotive delivery
• Proven ability to build and lead teams in a high-volume, customer-facing environment
• Deep understanding of DTC automotive sales operations, including the digital-to-physical customer journey
• Ability to design scalable operational systems and troubleshoot complex, cross-functional issues
• Collaborative and organized approach to project management and change implementation
• Excellent written and verbal communication skills; capable of translating complex issues into clear solutions
• Experience working with CRM tools, logistics platforms, and process automation systems
• Passion for delivering outstanding customer experiences through operational excellence

Responsibilities

• Design, build, and document the operating model for a centralized inside delivery team supporting high-volume vehicle deliveries nationwide
• Create a scalable operations playbook to support tens of thousands of direct-to-consumer deliveries annually, ensuring standardization across key customer touchpoints
• Lead the hiring and onboarding of a team of Inside Delivery Specialists responsible for guiding Scout customers through every stage of the delivery journey
• Ensure every customer receives a white-glove experience backed by real-time expert support for registration, trade-in, financing, logistics, and vehicle readiness issues
• Establish team KPIs and performance dashboards to ensure operational excellence and continuous improvement
• Partner cross-functionally with the field delivery, transactions, funding, product, and customer experience teams to deliver a consistent and seamless purchase-to-delivery flow
• Develop contingency plans to resolve delivery disruptions quickly, efficiently, and in a customer-centric manner
• Leverage digital tools, automation, and training to reduce manual work and elevate the customer experience
• Act as a customer advocate and feedback channel to help improve Scout’s digital purchase and delivery journey
• Maintain documentation and training guides for standard operating procedures and continuously iterate based on team and customer input

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
• Pay Transparency
• This is a full-time, exempt position eligible to receive a base salary and to participate in an annual performance bonus program