Service Operations Lead - Guest Experience & Parts

VetJobs; Rocklin (CA); On-site; USD 87,000 - 116,000; Full time

Job summary

Rivian is seeking a Service Operations Supervisor in Rocklin, CA to lead front-of-house and parts operations, ensuring seamless and exceptional service for every customer. You will coach Service Advisors and Parts Advisors, translate customer concerns into clear work orders for technicians, and manage inventory and warranty repairs with precision.

This role requires 5+ years of leadership in high-touch service, strong CRM and inventory management skills, and a passion for hospitality, teamwork,

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 Customer Relationship Management (CRM) and inventory management systems.

Responsibilities

• Uphold the Customer Experience with Rivian’s service standards.
• Direct intake and checkout flows to address customer concerns with high responsiveness.
• Oversee front-of-house and service support functions including the RIV EXCEL process.
• Lead and coach teams of Service Advisors and Parts Advisors to deliver hospitality and precision.
• Translate customer concerns into clear, actionable work orders for technicians.

Skills

Leadership

CRM

Inventory management

Team coaching

Digital tools

Education

High School Diploma or GED

Bachelor’s degree preferred

Tools

CRM systems

Inventory management software

Job description

Rivian is seeking a Service Operations Supervisor in Rocklin, CA to lead front-of-house and parts operations, ensuring seamless and exceptional service for every customer. You will coach Service Advisors and Parts Advisors, translate customer concerns into clear work orders for technicians, and manage inventory and warranty repairs with precision.

This role requires 5+ years of leadership in high-touch service, strong CRM and inventory management skills, and a passion for hospitality, teamwork,