Field Service Operations Lead

Rivian Automotive; Shelton (CT); On-site; USD 112,000 - 149,000; Full time

Job summary

Rivian Automotive in Connecticut is seeking a Service Operations Manager with energy, initiative, and deep service process knowledge to lead local field operations and deliver a customer-first experience.

You will build a high-performing team of mobile technicians, advisors, and parts specialists, ensuring safety and process compliance while collaborating across Service, Sales, Delivery, and Field Ops to drive KPI improvements.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Ability to have a direct impact on scalability in a complex organization.
• Effectively manage remote service teams and a driver of people performance.
• Excellent verbal and written and communication skills.
• Outstanding planning and organizational skills with a focus in operational excellence.
• Detail-oriented with strong analytical and interpersonal skills.
• Demonstrated 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 tact.
• Proven ability to effectively handle and adapt to multiple priorities, organize workload, and meet deadlines.

Responsibilities

• Accountable for effectively managing a P&A, 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
• Ensure that 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 in partnership with cross functional teams regularly on implementing and continuously improving field service operations
• Prioritize, plan, and coordinate logistics and meetings with internal teams and external parties
• 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
• Build a Rivian culture that is inclusive, and maintain high levels of team morale
• Responsible for ensuring the establishment of safe service business practices and processes
• Follow and promote Rivian's high standards of safety, cleanliness, and organization
• 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

Skills

Leadership

Communication

Organizational skills

Analytical skills

Problem solving

People management

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Job description

Rivian Automotive in Connecticut is seeking a Service Operations Manager with energy, initiative, and deep service process knowledge to lead local field operations and deliver a customer-first experience.

You will build a high-performing team of mobile technicians, advisors, and parts specialists, ensuring safety and process compliance while collaborating across Service, Sales, Delivery, and Field Ops to drive KPI improvements.