Field Service Operations Leader | Growth & Equity

Rivian Automotive; City of Niagara Falls (NY); Presencial; USD 122.000 - 161.000; Jornada completa

Descripción de la vacante

Rivian Automotive is seeking a Service Operations Manager in New York to lead local service operations with a customer-first mindset. You will manage P&L, oversee field teams of technicians and advisors, and coordinate cross-functional projects to improve service delivery.

The role demands high energy, leadership, and the ability to thrive in a fast-paced environment, with travel as needed and strong focus on safety and process excellence.

Formación

• 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 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.
• Knowledge of automotive equipment and servicing methods.
• Must possess a valid driver's license and clean driving record.

Responsabilidades

• Accountable for effectively managing a P&L, 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 departments.
• 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

Conocimientos

Leadership

Customer focus

Cross-functional collaboration

Verbal & written communication

Remote team management

Problem solving

Educación

Bachelor’s degree or equivalent

Herramientas

Microsoft Office

Descripción del empleo

Rivian Automotive is seeking a Service Operations Manager in New York to lead local service operations with a customer-first mindset. You will manage P&L, oversee field teams of technicians and advisors, and coordinate cross-functional projects to improve service delivery.

The role demands high energy, leadership, and the ability to thrive in a fast-paced environment, with travel as needed and strong focus on safety and process excellence.