Manager Field Service

About RivianRivian 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 SummaryThe 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.ResponsibilitiesProvide the world's best of the best in customer service rivaling any industryAccountable 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 mindsetEnsure that programs and processes are developed, assessed, communicated, and administered in compliance with Rivian's objectivesManage and be accountable for high value inventory reconciliationCollaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teamsWork in partnership with cross-functional teams regularly on implementing and continuously improving field service operationsPrioritize, plan, and coordinate logistics and meetings with internal teams and external partiesBuild a strong customer-centric team of Mobile/Service Technicians, Service Advisors, and Parts AdvisorsLead and take ownership of management responsibility relating to hiring, performance management, and overall employee development planningBuild a Rivian culture that is inclusive, and maintain high levels of team moraleResponsible for ensuring the establishment of safe service business practices and processesFollow and promote Rivian's high standards of safety, cleanliness, and organizationDevelop and maintain a process to track and report on KPI's at the Service CentersQualificationsBachelor's degree or equivalent work experienceAbility to have a direct impact on scalability in a complex organizationEffectively manage remote service teams and a driver of people performanceExcellent verbal and written and communication skillsOutstanding planning and organizational skills with a focus in operational excellenceDetail-oriented with strong analytical and interpersonal skillsDemonstrated 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 tactProven ability to effectively handle and adapt to multiple priorities, organize workload, and meet deadlinesKnowledge of automotive equipment and servicing methodsMust possess a valid driver's license and clean driving recordAutomotive Technical skills preferredAble and flexible to travel as neededAutomotive repair knowledge preferredExperience working in start-up environments preferredExperience in leading automotive or high-tech team-orientated, fast-paced work environmentUnderstanding of problem-solving methods such as SWOT Analysis, Lean implementations, Six Sigma operational and Visual Management standards preferredPhysical 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, la

Created: 2025-11-01