Head of Field Service - Remote

Service Operations Manager

Rivian is on a mission to keep the world adventurous forever. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.

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.

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

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

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

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

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

Bachelor's degree or equivalent work experience

Effectively manage remote service teams and a driver of people performance

Outstanding planning and organizational skills with a focus in operational excellence

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

Knowledge of automotive equipment and servicing methods

Automotive Technical skills preferred

Able and flexible to travel as needed

Automotive repair knowledge 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

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

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.