Field Service Operations Lead

Rivian; Fort Wayne (IN); On-site; USD 97,400 - 129,120; Full time

Job summary

Rivian in Indiana (Fort Wayne area) seeks a Service Operations Manager with high energy to lead field service operations, uphold a customer‑first approach, and drive continuous improvement across service centers. You’ll own P&L, WIP, and NPS, while coordinating with Service Operations, Sales, Retail, Delivery, and Field Operations teams.

You will build and mentor a mobile/service technician and advisor team, ensure safe, efficient practices, report KPI progress, and guide site leadership through

Qualifications

• Bachelor’s degree or equivalent work experience.
• Ability to scale in a complex organization.
• Effectively manage remote service teams and drive people performance.
• Excellent verbal and written communication skills.
• Strong planning and organizational skills with a focus on operational excellence.
• Detail-oriented with strong analytical and interpersonal skills.
• Advanced computer skills (Microsoft Office).
• Willingness to travel as needed.
• Experience leading automotive or high-tech teams.
• Experience in startup environments.
• SWOT Analysis/Lean/Six Sigma/Visual Management familiarity.

Responsibilities

• Manage P&L, WIP, and customer experience measured by NPS.
• Lead and manage all local operations with a servant‑leadership, hands‑on mindset.
• Ensure programs and processes are developed, assessed, communicated, and administered in compliance with Rivian's objectives.
• Manage and be accountable for high value inventory reconciliation.
• Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams.
• Work with cross functional teams to implement and improve field service operations.
• Prioritize, plan, and coordinate logistics and meetings with internal teams and external parties.
• Build a customer‑centric team of Mobile/Service Technicians, Service Advisors, and Parts Advisors.
• Lead and take ownership of hiring, performance management, and development planning.
• Build a Rivian culture that is inclusive, and maintain high levels of team morale.
• Establish safe service business practices and processes.
• Follow Rivian's high safety, cleanliness, and organization standards.
• Develop and maintain KPI tracking/reporting at Service Centers.
• Guide site leadership via RIV EXCEL and accountability cascade across shifts/departments.
• Interact with customers, families, 3rd party affiliates, and suppliers.

Skills

Remote team mgmt

Communication

Operational excellence

Team leadership

Automotive knowledge

Driver's license

Automotive tech

Lean Six Sigma

Startup experience

Travel flexibility

Power of problem solving

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

Rivian in Indiana (Fort Wayne area) seeks a Service Operations Manager with high energy to lead field service operations, uphold a customer‑first approach, and drive continuous improvement across service centers. You’ll own P&L, WIP, and NPS, while coordinating with Service Operations, Sales, Retail, Delivery, and Field Operations teams.

You will build and mentor a mobile/service technician and advisor team, ensure safe, efficient practices, report KPI progress, and guide site leadership through