Sr. Lead Program Manager, Field Service Utilization & Productivity

Sr. Program Manager, Field Service Utilization & Productivity

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: A shop creates value when technician time becomes completed, high-quality repair work. That conversion depends on more than technician effort. Work must be ready, parts and tools must be available, assignments must match skill, bays must turn, and handoffs must happen without avoidable waiting. As Sr. Program Manager, Field Service Utilization & Productivity, you will build the tools, standards, and operating processes that help service centers make the best use of every available hour. You will study how work moves through the shop, identify why productive time is lost, and give Field leaders practical systems that improve utilization, productivity, and throughput. The goal is sustainable performance. The system must protect repair quality, customer commitments, safety, training, breaks, and a workable pace for team members. Field leaders will run the daily shop and coach individuals; you will build the network operating system that makes strong performance repeatable.

Responsibilities: This is What You'll Do

• Build the shop utilization system
• Create decision tools for the shop: Partner with Service Digital and Analytics to build ServiceOS views, ready-work queues, dispatch boards, and dashboards that show utilization, productivity, efficiency, throughput, work mix, and lost-time causes together.
• Design the daily management process: Give Service Operations Managers and Production Supervisors a clear routine for reviewing available hours, ready work, skill coverage, bay and tool constraints, parts status, emerging bottlenecks, and recovery actions.
• Diagnose the system around the technician: Use field observation, time studies, work-order data, clocking data, and technician feedback to separate demand gaps, poor work readiness, parts waits, tool constraints, skill mismatch, dispatch delays, excessive handoffs, and data defects.
• Diagnose and route readiness failures: Identify released work that still lacks repair scope, authorization, parts, tools, diagnostic clarity, or the right technician capability.
• Turn field practice into network tools: Find service centers that produce strong output without sacrificing quality or people, verify the operating cause, and convert the practice into a tool, routine, or playbook that other sites can adopt.
• Protect people, quality, and customers
• Set sustainable-performance guardrails: Treat training, breaks, safety work, coaching, and shop care as necessary operating time. Build standards that reduce true waste without turning every non-repair minute into a performance defect.
• Balance output with repair quality: Read utilization and productivity alongside efficiency, work mix, rework, repair quality, and vehicle dwell. Stop changes that create speed by shifting defects, unfinished work, or avoidable pressure downstream.
• Watch the human signals: Partner with Field leadership and People to monitor overtime, workload balance, missed breaks, training displacement, turnover signals, and frontline feedback. Adjust the operating model when the performance system creates an unsustainable pace.

This is What You'll Need

7+ years improving service, production, or shop operations: You have redesigned how work is prepared, assigned, executed, and handed off in an automotive, manufacturing, maintenance, logistics, field-service, or similarly complex operating environment.

Deep utilization and productivity fluency: You understand how utilization, productivity, efficiency, throughput, work mix, quality, and customer access interact. You know why a single metric can misdiagnose the shop.

Workflow and tool-building experience: You have turned operating problems into practical workflows, dashboards, decision tools, standard work, or digital requirements that frontline leaders use.

Shop-floor credibility: You learn by watching the work and listening to technicians, supervisors, advisors, and parts teams. You can distinguish a dashboard signal from the physical cause inside the shop.

Human-centered operating judgment: You can improve output while protecting safety, training, breaks, workload balance, and repair quality. You recognize when a productivity intervention is creating hidden cost through fatigue, rework, or turnover.

Cross-functional program leadership: You can move a shop-performance system through Field Service, Service Digital, Service Parts Operations, Technical Service Operations, People, Learning & Development, and Business Insights without taking daily control away from Field leaders.

Qualifications: This is Who You Are

The Shop Flow Architect: You see ready work, technician skill, bays, tools, parts, and handoffs as one operating system. You design the conditions that let good work move without friction.

The Lost-Time Detective: You trace idle time to its operating cause before assigning blame. The answer may be dispatch, parts, tools, work readiness, training, or demand, and you follow the evidence to the source.

A Field Systems Builder: You turn what works in one shop into a tool or routine that can survive in many. The field can use what you build during a real production day.

A Sustainable-Performance Advocate: You believe strong output and a healthy team must reinforce each other. You remove waste while protecting the time people need to work safely, learn, recover, and maintain quality.

The Customer Advocate: You refuse productivity gains that create rushed repairs, repeat visits, missed commitments, or poor communication. The work must be faster because the system is better.

Pay Disclosure: The salary range for this role is $156,000-$207,000 for NY and Bay area, CA-based applicants. The salary range for this role is $131,000 - $173,000 for GA-based applicants. The salary range for this role is $143,000 - $190,000 for WA-based applicants. 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.

Benefits Summary: 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.

Equal Opportunity: Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law. Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at View email address on click.appcast.io.

Candidate Data Privacy and Technology: Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes ("Candidate Personal Data"). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s