Field Service Operations Leader

Rivian; Pompano Beach (FL); On-site; USD 102,000 - 136,000; Full time

Job summary

Rivian is seeking a Service Operations Manager to lead local service networks with a strong customer-first approach and a focus on safety, quality, and operational excellence. You will drive P&L, WIP, and NPS metrics while building and guiding a high-performance team of technicians, advisors, and parts staff.

You will collaborate across Service Operations, Sales, Retail and Field Operations, shaping processes, KPI reporting, and cross-functional initiatives in a fast-paced, startup-like

Qualifications

• Bachelor’s degree or equivalent work experience.
• Ability to impact scalability in a complex organization.
• Effectively manage remote service teams and drive performance.
• Excellent verbal and written communication skills.
• Outstanding planning and organizational skills with a focus in operational excellence.
• Detail-oriented with strong analytical and interpersonal skills.
• Advanced computer skills (Microsoft Office).
• Ability to travel as needed.
• Automotive knowledge and repair knowledge preferred.
• Experience in start-up or high-tech, fast-paced environments preferred.
• Experience leading automotive or high-tech teams with a culture of safety and accountability.

Responsibilities

• Direct and manage local operations with a servant-leadership, hands-on mindset.
• Oversee P&L, WIP, and customer experience metrics including NPS.
• Ensure programs and processes comply with Rivian objectives.
• Manage high-value inventory reconciliation.
• Collaborate with Service Operations, Sales, Retail and Field Operations teams.
• Work with cross-functional teams to improve field service operations.
• Prioritize and coordinate logistics and meetings with internal and external partners.
• Build a customer-centric team of Mobile/Service Technicians, Service Advisors and Parts Advisors.
• Lead hiring, performance management and development planning.
• Foster an inclusive Rivian culture with high team morale.
• Establish safe service practices and processes.
• Promote Rivian safety, cleanliness, and organization standards.
• Track and report KPIs at the Service Centers.
• Guide site leadership through RIV EXCEL and accountability cascades.
• Interact with customers, families, 3rd parties and suppliers at Rivian facilities and on-site routes.

Skills

P&L management

Servant leadership

Customer focus

Cross-team collaboration

Strategic planning

Communication skills

Analytical thinking

Leadership

Problem solving

Multi-tasking

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Job description

Rivian is seeking a Service Operations Manager to lead local service networks with a strong customer-first approach and a focus on safety, quality, and operational excellence. You will drive P&L, WIP, and NPS metrics while building and guiding a high-performance team of technicians, advisors, and parts staff.

You will collaborate across Service Operations, Sales, Retail and Field Operations, shaping processes, KPI reporting, and cross-functional initiatives in a fast-paced, startup-like