On-Site Field Service Operations Leader

VetJobs; Rohnert Park (CA); On-site; USD 122,000 - 161,000; Full time

Job summary

Rivian is seeking a Service Operations Manager in California to lead on-site service operations, drive a customer-first experience, and coordinate cross-functional teams across service, sales, and delivery. The role demands high energy, strong leadership, and the ability to navigate ambiguous environments with a creative, flexible mindset.

You will own hiring, performance management, staff development, and build a customer-centric team of mobile technicians and service advisors.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Direct impact on scalability in a complex organization.
• Experience leading remote service teams and driving people performance.
• Excellent verbal and written communication skills.
• Strong 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.

Responsibilities

• Interact with customers and families, affiliates, and suppliers at Rivian facilities or events.
• Manage P&L, WIP, and customer experience measured by a Net Promoter Score (NPS).
• Lead local operations on the ground with servant‑leadership, hands‑on mindset.
• Ensure programs and processes are developed, assessed, communicated, and administered in compliance with Rivian's objectives.
• Manage high value inventory reconciliation.
• Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams.
• Work in partnership with cross functional teams 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 the RIV EXCEL process, establishing a cascade of accountability across shifts and departments.

Skills

Leadership

Cross-functional collaboration

Customer focus

Problem solving

Planning

Analytical skills

Communication

Adaptability

English proficiency

Team development

Education

Bachelor’s degree or equivalent work experience

High School/GED

Tools

Microsoft Office

Job description

Rivian is seeking a Service Operations Manager in California to lead on-site service operations, drive a customer-first experience, and coordinate cross-functional teams across service, sales, and delivery. The role demands high energy, strong leadership, and the ability to navigate ambiguous environments with a creative, flexible mindset.

You will own hiring, performance management, staff development, and build a customer-centric team of mobile technicians and service advisors.