Field Service Operations Leader

Rivian; Chicago (IL); On-site; USD 107,000 - 142,000; Full time

Job summary

Rivian in Chicago, IL seeks an experienced Service Operations Manager with energy and initiative to lead local service operations, driving customer-first results and NPS improvements.

You will manage a diverse team of technicians and advisors, build scalable processes, and partner with Sales, Retail, and Field Operations to deliver exceptional service experiences. A data-driven leader who values safety and teamwork will thrive.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Ability to scale operations in a complex organization.
• Lead remote service teams and drive people performance.
• Excellent written and verbal communication.
• Strong planning and organizational skills focused on operational excellence.
• Detail-oriented with strong analytical and interpersonal skills.

Responsibilities

• Accountable for managing a P&L, WIP and customer experience measured by NPS.
• Lead and manage local operations with servant leadership.
• Ensure programs and processes comply with Rivian objectives.
• Manage high-value inventory reconciliation.
• Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams.
• Partner with cross-functional teams to improve field service operations.
• Prioritize, plan, and coordinate logistics and meetings with internal/external stakeholders.
• Build a strong customer-centric team of Mobile/Service Technicians and Advisors.
• Hire, manage performance, and develop staff while maintaining morale.
• Foster Rivian culture with inclusivity and safety and organization standards.
• Develop and track KPI reporting for Service Centers.
• Guide site leadership and cascade accountability across shifts.

Skills

Leadership

Operations management

Customer experience

Strategic planning

Cross-functional collaboration

Communication skills

Analytical skills

Education

Bachelor’s degree or equivalent work experience

Tools

Microsoft Office

Job description

Rivian in Chicago, IL seeks an experienced Service Operations Manager with energy and initiative to lead local service operations, driving customer-first results and NPS improvements.

You will manage a diverse team of technicians and advisors, build scalable processes, and partner with Sales, Retail, and Field Operations to deliver exceptional service experiences. A data-driven leader who values safety and teamwork will thrive.