Manager, Field Service

Service Operations Manager

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. As a company, we constantly challenge what's possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.

Role Summary

The Service Operations Manager requires an experienced professional with high levels of energy and initiative, deep understanding of service processes, go-getter attitude, great leadership skills, and cross-team collaboration. To be successful in this role, you must have a customer-first approach, thrive in ambiguous and unexpected environments, tackling all challenges with a creative and flexible mindset.

Responsibilities

Accountable for effectively managing a P&L, Work in Progress (WIP) and customer experience measured by a Net Promoter Score (NPS)

Lead and manage all local operations on the ground with a servant-leadership, hands-on mindset

Ensure that programs and processes are developed, assessed, communicated, and administered in compliance with Rivian's objectives

Manage and be accountable for high value inventory reconciliation

Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams

Work in partnership with cross functional teams regularly on implementing and continuously improving field service operations

Prioritize, plan, and coordinate logistics and meetings with internal teams and external parties

Build a strong customer-centric team of Mobile/Service Technicians, Service Advisors, and Parts Advisors

Lead and take ownership of management responsibility relating to hiring, performance management, and overall employee development planning

Build a Rivian culture that is inclusive, and maintain high levels of team morale

Responsible for ensuring the establishment of safe service business practices and processes

Follow and promote Rivian's high standards of safety, cleanliness, and organization

Develop and maintain a process to track and report on KPI's at the Service Centers

Directly guides and develops site leadership, including but not limited to the RIV EXCEL process, establishing a cascade of accountability that ensures operational goals are met across all shifts and department

Qualifications

Bachelor's degree or equivalent work experience

Ability to have a direct impact on scalability in a complex organization

Effectively manage remote service teams and a driver of people performance

Excellent verbal and written and communication skills

Outstanding planning and organizational skills with a focus in operational excellence

Detail-oriented with strong analytical and interpersonal skills

Demonstrated high-level administrative experience, including advanced computer skills (Microsoft office)

Ability to perform duties with a high level of professionalism, flexibility, discretion, judgment, diplomacy, and tact

Proven ability to effectively handle and adapt to multiple priorities, organize workload, and meet deadlines

Knowledge of automotive equipment and servicing methods

Must possess a valid driver's license and clean driving record

Automotive Technical skills preferred

Able and flexible to travel as needed

Automotive repair knowledge preferred

Experience working in start-up environments preferred

Experience in leading automotive or high-tech team-orientated, fast-paced work environment

Understanding of problem-solving methods such as SWOT Analysis, Lean implementations, Six Sigma operational and Visual Management standards preferred

Physical exertion may be required to perform occupational tasks (sitting up to 2 or more hours at a time, standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs). Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners

Strong understanding of written and spoken English

Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics

Pay Disclosure The salary range for this role is $102,300 - 135,580 for Florida based applicants. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs. The successful candidate may be eligible for annual performance bonus and equity awards. We offer a comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees. You may also have the opportunity to participate in Rivian's 401(k) Plan and Employee Stock Purchase Program if you meet certain eligibility requirements. Full-time employee coverage is effective on their first day of employment. Part-time employee coverage is effective the first of the month following 90 days of employment. More information about benefits is available at rivianbenefits.com.