EV Service Operations Lead

Rivian; Chelsea (MA); On-site; USD 87,000 - 115,000; Full time

Job summary

Rivian is seeking a Service Production Supervisor in Massachusetts to lead the service center’s daily operations, directing vehicle flow, mentoring technicians, and ensuring a seamless, high‑quality service experience for Rivian owners.

You will manage performance, coach team members, and coordinate with Parts, Advisors, and other teams to remove bottlenecks, while promoting Rivian’s culture and safety standards in a fast‑paced environment.

Qualifications

• 5+ years of leadership in a high-volume automotive service environment (e.g., Shop Foreman, Production Manager, or Lead Dispatcher).
• HS diploma or GED preferred.
• Deep technical acumen across modern vehicle systems, including high‑voltage, electrical, mechanical, and infotainment domains.
• Proven experience with lean manufacturing principles or workflow optimization in a service or production setting.
• Strong proficiency with digital tools, including dealership management systems (DMS), repair order tracking, and diagnostic software.
• Excellent written and verbal communication skills.

Responsibilities

• Mentor, coach, and inspire a team of technicians, cultivating a high‑performance culture built on collaboration, trust, and continuous learning.
• Actively manage team performance, providing regular feedback, conducting performance reviews, and maintaining a strong understanding of each team member's strengths and development areas.
• Champion the Rivian culture by fostering an inclusive environment where every team member feels valued, motivated, and empowered.
• Identify and nurture talent, creating clear development paths and providing hands‑on training to elevate the team's technical capabilities.
• Act as the team's primary advocate, ensuring their needs are met, their voices are heard, and their obstacles are removed.
• Lead by example, demonstrating a willingness to jump in and support any role or task necessary to ensure the team's collective success and uphold service excellence.
• On‑site cross‑team collaboration (DMO/VO/Sales)
• Vendor Relationship Management (Amazon/DSP Accounts)
• Directly oversees service workflows and technician development, including but not limited to the RIV EXCEL process, establishing a cascade of accountability that ensures operational goals are met across all shifts and departments.
• Communication: ensuring participation in huddles and enabling transparency on performance indicators]
• Own the daily production rhythm of the shop, from vehicle intake to final quality check, maximizing throughput and efficiency.
• Dynamically prioritize and assign the workload, matching tasks to technician skill sets and shop capacity like a master strategist.
• Serve as the operational hub, proactively coordinating with Parts, Service Advisors, and other support teams to eliminate bottlenecks before they occur.
• Champion a “first principles” approach to problem‑solving, constantly seeking and implementing improvements to the service workflow.
• Rigorously monitor repair quality and cycle time, ensuring every vehicle meets Rivian's exacting standards and is returned to the customer on schedule.
• Analyze KPIs to make data‑informed decisions for operational improvements.
• Uphold safety and organization standards in a world‑class workshop.
• Serve as escalation point for complex technical or logistical challenges, resolving issues with urgency and precision.
• Proper Documentation: reviewing accuracy of tech work order notes.
• Customer Advocacy: champion the voice of the customer throughout the service process.

Skills

Leadership

Diploma/GED

Technical knowledge

Lean manufacturing

DMS & diagnostics

Communication

Education

HS diploma or GED

Tools

DMS

Repair Orders

Diagnostic software

Job description

Rivian is seeking a Service Production Supervisor in Massachusetts to lead the service center’s daily operations, directing vehicle flow, mentoring technicians, and ensuring a seamless, high‑quality service experience for Rivian owners.

You will manage performance, coach team members, and coordinate with Parts, Advisors, and other teams to remove bottlenecks, while promoting Rivian’s culture and safety standards in a fast‑paced environment.