Field Service Operations Leader

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

Benefits offered by this job

401(k) Plan

Employee Stock Purchase Program

Health, dental, vision insurance

Paid time off

Job summary

Rivian is hiring a Service Operations Manager to own local service operations with a strong service-first mindset. You will lead Mobile/Service Technicians, Advisors, and Parts Advisors, drive key KPIs, and collaborate across Service Operations, Sales, Retail, and Delivery teams to deliver exceptional customer experiences.

The role requires a Bachelor’s degree or equivalent, scalable leadership in high-growth settings, and willingness to travel.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Direct impact on scalability in a complex organization.
• Manage remote service teams and drive performance.
• Excellent verbal and written communication skills.
• Strong planning and organizational abilities with a focus on operational excellence.
• Detail-oriented with analytical and interpersonal skills.
• Experience in start-up or high-tech environments.

Responsibilities

• Accountable for managing a P&L, WIP, and customer experience measured by NPS.
• Lead and manage local operations with servant leadership and hands-on mindset.
• Ensure programs and processes align with Rivian objectives and compliance.
• Manage high-value inventory reconciliation.
• Collaborate with Service Ops, Sales, Retail, and Delivery & Field Ops.
• Partner with cross-functional teams to improve field service operations.
• Plan and coordinate logistics and meetings with internal and external parties.
• Build a customer-centric team of Mobile/Service Technicians, Advisors, and Parts Advisors.
• Lead hiring, performance management, and development planning.
• Foster an inclusive Rivian culture and strong team morale.
• Establish safe service practices and promote Rivian safety standards.
• Track and report KPIs at the Service Centers.
• Guide site leadership and cascade accountability (RIV EXCEL).
• Interact with customers, families, 3rd party affiliates, and suppliers as needed.

Skills

P&L and operational ownership

Customer-focused leadership

Cross-team collaboration

Executive communication

Strategic planning

Problem solving (SWOT, Lean, Six Sigma

English proficiency

Vehicle/service domain knowledge

Travel flexibility

Education

Bachelor’s degree or equivalent work experience

Tools

Microsoft Office

Job description

Rivian is hiring a Service Operations Manager to own local service operations with a strong service-first mindset. You will lead Mobile/Service Technicians, Advisors, and Parts Advisors, drive key KPIs, and collaborate across Service Operations, Sales, Retail, and Delivery teams to deliver exceptional customer experiences.

The role requires a Bachelor’s degree or equivalent, scalable leadership in high-growth settings, and willingness to travel.