Senior Field Service Operations Lead

Rivian Automotive; Colorado Springs (CO); On-site; USD 107,000 - 142,000; Full time

Job summary

Rivian is seeking a Service Operations Manager to lead local service operations with a strong, customer-focused approach. You will direct teams of technicians and advisors, manage P&L and inventory, and collaborate across Service Operations, Sales, Retail, and Delivery to continuously improve field service effectiveness.

The role demands energy, a go-getter attitude, and experience in startup-like environments.

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 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).
• Professionalism, flexibility, discretion, judgment, diplomacy, and tact.
• Ability to manage multiple priorities, organize workload, and meet deadlines.
• Knowledge of automotive equipment and servicing methods.
• Valid driver's license and clean driving record.
• Automotive technical skills preferred.
• Able and flexible to travel as needed.
• Automotive repair knowledge preferred.
• Experience in start-up environments preferred.
• Experience leading automotive or high-tech teams in fast-paced settings.
• Awareness of SWOT, Lean, Six Sigma, and Visual Management practices.

Responsibilities

• Accountable for managing a P&L, WIP and customer experience measured by an NPS.
• Lead and manage all local operations with servant-leadership and hands-on mindset.
• Ensure programs and processes comply with Rivian objectives.
• Manage and be accountable for high value inventory reconciliation.
• Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations.
• Partner with cross functional teams to implement and improve field service operations.
• Prioritize, plan, and coordinate logistics and meetings with internal and external parties.
• Build a customer-centric team of Mobile/Service Technicians, Service Advisors, and Parts Advisors.
• Lead hiring, performance management, and employee development planning.
• Foster an inclusive Rivian culture and strong team morale.
• Ensure safe service business practices and adherence to standards.
• Promote Rivian's safety, cleanliness and organization.
• Develop and track KPI reporting at Service Centers.
• Direct site leadership and RIV EXCEL processes for accountability.
• Interact with customers, 3rd party affiliates, and suppliers at Rivian facilities.

Skills

Leadership

Communication

People management

Operations excellence

Problem solving

Start-up experience

Cross-functional collaboration

Strategic thinking

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Rivian is seeking a Service Operations Manager to lead local service operations with a strong, customer-focused approach. You will direct teams of technicians and advisors, manage P&L and inventory, and collaborate across Service Operations, Sales, Retail, and Delivery to continuously improve field service effectiveness.

The role demands energy, a go-getter attitude, and experience in startup-like environments.