Head of Field Service - Remote

About Rivian 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.
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.
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
• This role may require regular interaction with customers and their families, 3rd party affiliates, and suppliers within Rivian facilities, on mobile service routes, or at community outreach events

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. There is no fixed deadline for this application; applications are accepted on an ongoing basis until the role is filled or the opening is no longer needed.

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 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; (vi) ensuring network and information security and preventing fraud; 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) with the position(s) for which you are applying; (and (iii) Rivian's service providers, including providers of background checks, staffing services, and cloud services.
Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.
To ensure transparency, we want candidates to know that Rivian uses iCIMS Talent Cloud Artificial Intelligence (TCAI) and AI-enabled tools to assist with screening, reviewing, organizing and highlighting profiles and applications that match the key requirements for each role.
Qualified candidate applications are reviewed by a member of our team, and all decisions throughout the process are made by humans. We use AI to support efficiency and consistency, not to replace human judgment. Your current application remains active and will not be affected in any way.
Please note that we are currently not accepting applications from third party application services.