Manager, Field Service - Shelton CT

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

Job summary

Rivian is seeking a Service Operations Manager to lead local service operations in Shelton, CT. You will drive customer-centric service delivery, manage P&L and WIP, and supervise a team of mobile/service staff, with a focus on safety and process integrity.

This role requires strong leadership, cross-functional collaboration, and the ability to execute scalable service programs while maintaining Rivian’s high standards of quality and customer experience.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Strong leadership and cross-functional collaboration skills.
• Experience managing service operations and creating scalable processes.
• Proven ability to drive operational excellence.

Responsibilities

• Lead local service operations with a servant-leadership mindset.
• Manage P&L, WIP, and customer experience metrics (NPS).
• Collaborate with Service Ops, Sales, Retail, and Delivery teams.
• Build and develop a high-performing service team and ensure safety standards.

Skills

Leadership

Customer focus

Cross-team collaboration

Servant leadership

P&L management

NPS awareness

Hands-on

Operational excellence

Problem solving

Education

Bachelor’s degree or equivalent

High School/GED

Tools

Microsoft Office

Job description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.

Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

About Rivian

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.

Role Summary

The Service Operations Manager requires an experienced professional with high levels of energy and initiative, deep understanding of service processes, go-getter attitude, great leadership skills, and cross-team collaboration. To be successful in this role, you must have a customer-first approach, thrive in ambiguous and unexpected environments, tackling all challenges with a creative and flexible mindset.

Responsibilities

• 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 department
• 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

Auto req ID

485494BR

Minimum Education Required

High School/GED

Qualifications

• 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 and 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

Automotive Technical Skills Preferred

• Able and flexible to travel as needed
• Automotive repair knowledge preferred

Experience Working In Start-up Environments Preferred

• Experience in leading automotive or high-tech team-orientated, fast-paced work environment
• Understanding of problem-solving methods such as SWOT Analysis, Lean implementations, Six Sigma operational and Visual Management standards preferred

Physical exertion may be required to perform occupational tasks (sitting up to 2 or more hours at a time, standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).

Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners

Strong understanding of written and spoken English

Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics

Pay Disclosure

The salary range for this role is $112,100 - $148,500 for Connecticut based applicants. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs.

City*

Shelton

State*

Connecticut

Job_Category

Management

Job Code

Operations_ Specialist

Affiliate Sponsor

Rivian