Service Operations Lead: Hospitality & Parts On-Site

VetJobs; Sunnyvale (CA); On-site; USD 95,000 - 125,000; Full time

Job summary

Rivian seeks a Service Operations Supervisor in Sunnyvale, CA to lead front-of-house and parts operations, ensuring flawless service and precise parts availability, empowering Service Advisors and Parts Advisors. You will champion Rivian's hospitality standards, translate customer concerns into clear work orders for technicians, oversee warranty repairs, and drive improvements in customer experience.

Join a team that values inclusion, accountability, and a culture of excellence, with a focus on

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.
• Champion and uphold Rivian's world-class service standards, meticulously executing every customer touchpoint from arrival to departure to be welcoming, intuitive, and memorable.
• Serve as the ultimate ambassador of the Rivian brand, embodying our values and ensuring every customer interaction reflects our commitment to excellence and adventure.
• Champion the voice of the customer, using feedback to relentlessly refine and elevate the service experience in line with company standards.
• Act as the primary point of contact for complex customer situations, resolving issues with grace, empathy, and a commitment to restoring owner confidence.
• Oversee Front-of-House Operations.
• Direct intake and checkout flows to address all customer concerns with the highest level of responsiveness and attention, embodying an automotive hospitality approach.
• Guide thoughtful responses to customer inquiries and escalated operational failures in a timely fashion, applying sound problem-solving skills to maintain a high standard of quality for our customers.
• Ensure the accurate translation of customer-reported concerns into clear, actionable work orders for technicians to complete.
• Orchestrate communication of estimated completion times, regular updates, and thorough follow-through on each customer vehicle.
• Analyze service lapses that impact customer experience and collaborate with supervisors to implement improvements.
• Oversee the administration of new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines.
• Ensure all operations meet the requirements of state and federal law for automobile repair and consumer protection.
• Lead & Inspire Your Team
• Build, coach, and lead high-performing teams of Service Advisors and Parts Advisors, fostering an inspirational culture of hospitality, precision, and collaboration.
• Develop your team's talent, providing the training, tools, and empowerment they need to act as true advocates for our owners.
• Actively manage team performance, providing regular feedback, conducting performance reviews, and maintaining a strong understanding of each team member's strengths and development areas.
• Directly oversees front of house and service support functions, including but not limited to the RIV EXCEL process, establishing a cascade of accountability that ensures operational goals are met across all shifts and departments.
• Rally your team around a shared vision of exceptional service, celebrating successes and fostering a deep sense of pride and purpose in their work.
• Cultivate an inclusive and positive environment where team members feel supported, valued, and motivated to perform at their best.
• Lead by example, demonstrating a willingness to jump in and support any role or task necessary to ensure the team's collective success and uphold service excellence.
• On-site cross team collaboration (DMO/VO/Sales)
• Vendor Relationship Management (Collision Centers/Rental Cars (FOH))
• Master On-Site Parts & Inventory
• Direct the flow of parts and materials with precision, ensuring the right components are in the right place at the right time, every time.
• Execute a flawlessly efficient inventory system with relentless accuracy, ensuring the production team is supported with immediate parts availability.
• Manage on-site parts logistics, anticipating the needs of the workshop and orchestrating the flow of components to eliminate any downtime for technicians.
• Analyze inventory data and performance metrics to continuously optimize for efficiency, accuracy, and cost-effectiveness.

Skills

Leadership

CRM tools

Inventory management

Service hospitality

Team coaching

Education

High School Diploma or GED

Bachelor's degree or equivalent experience

Tools

CRM systems

Inventory management systems

Job description

Rivian seeks a Service Operations Supervisor in Sunnyvale, CA to lead front-of-house and parts operations, ensuring flawless service and precise parts availability, empowering Service Advisors and Parts Advisors. You will champion Rivian's hospitality standards, translate customer concerns into clear work orders for technicians, oversee warranty repairs, and drive improvements in customer experience.

Join a team that values inclusion, accountability, and a culture of excellence, with a focus on