Field Service Operations Leader

Rivian Automotive; Chicago, Northern (IL, KY); Hybrid; USD 107,000 - 142,000; Full time

Job summary

Rivian is seeking an experienced Service Operations Manager in the Chicago area. You will lead local service operations with a hands-on, servant‑leadership style, driving NPS and ensuring safe, compliant processes across multiple teams.

The role emphasizes hiring, staff development, and cross‑functional collaboration with Sales, Retail, and Delivery teams to continuously improve field service operations in a dynamic environment.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Ability to impact scalability in a complex organization.
• Experience managing remote service teams and driving performance.
• Excellent verbal and written communication skills.
• Operational excellence focus.
• Detail-oriented with strong analytical and interpersonal skills.
• Experience leading automotive or high-tech teams is preferred.

Responsibilities

• Accountable for managing P&L, WIP, and customer experience as measured by NPS.
• Lead and manage local operations with servant‑leadership and hands-on mindset.
• Ensure programs and processes comply with Rivian objectives.
• Manage high-value inventory reconciliation.
• Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations.
• Partner with cross-functional teams to improve field service operations.
• Prioritize and coordinate logistics and meetings with internal/external parties.
• Build a customer-centric team of Mobile/Service Technicians and Advisors.
• Lead hiring, performance management and staff development.
• Promote Rivian’s inclusive culture and high morale.
• Ensure safe service business practices and maintain safety standards.
• Develop and report KPIs for Service Centers.
• Direct site leadership development and accountability cascades across shifts.
• Interact with customers, families, 3rd parties, and suppliers as needed.

Skills

Servant leadership

Customer-focused

Operational management

Cross-functional collaboration

People management

Communication skills

Safety compliance

Problem solving

Analytical skills

Driver's license

Education

Bachelor’s degree or equivalent work experience

Tools

Microsoft Office

Job description

Rivian is seeking an experienced Service Operations Manager in the Chicago area. You will lead local service operations with a hands-on, servant‑leadership style, driving NPS and ensuring safe, compliant processes across multiple teams.

The role emphasizes hiring, staff development, and cross‑functional collaboration with Sales, Retail, and Delivery teams to continuously improve field service operations in a dynamic environment.