Service Experience Leader

Rivian; Sacramento (CA); On-site; USD 87,000 - 116,000; Full time

Job summary

Rivian is seeking a Service Operations Supervisor in Southern California. You will lead front-of-house and parts operations, champion Rivian's hospitality standards, and empower Service Advisors and Parts Advisors to deliver flawless service.

You will translate customer concerns into clear work orders, manage communication on completion times, and drive improvements based on feedback. Travel up to 25% may be required.

Qualifications

• 5+ years of leadership experience in a high-touch, customer-obsessed environment such as premium hospitality, luxury retail, or a top-tier service organization.
• High School Diploma, GED, or other recognized high school equivalency credential required.
• Bachelor's degree or equivalent experience in a relevant field is preferred.
• Demonstrated experience in inventory management and internal logistics.
• Proven ability to lead, coach, and inspire teams to deliver exceptional results in a fast-paced environment.
• Strong proficiency with digital tools, including CRM and inventory management systems.

Responsibilities

• Uphold Rivian's service standards across all customer touchpoints from arrival to departure.
• Lead front-of-house and parts operations and mentor Service Advisors and Parts Advisors.
• Translate customer concerns into actionable work orders for technicians.
• Communicate estimated completion times and provide regular updates to customers.
• Analyze service lapses and drive improvements to enhance the customer experience.
• Ensure warranty repairs follow manufacturer guidelines and comply with state and federal laws.

Skills

Leadership

CRM proficiency

Inventory management

Team coaching

Customer service mindset

Education

High School Diploma

Bachelor's degree preferred

Tools

CRM software

Inventory management software

Job description

Rivian is seeking a Service Operations Supervisor in Southern California. You will lead front-of-house and parts operations, champion Rivian's hospitality standards, and empower Service Advisors and Parts Advisors to deliver flawless service.

You will translate customer concerns into clear work orders, manage communication on completion times, and drive improvements based on feedback. Travel up to 25% may be required.