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About the Role

The Service Operations Manager requires an experienced professional with high levels of energy and initiative, deep understanding of service processes, a go-getter attitude, great leadership skills, and cross-team collaboration. Success in this role requires a customer-first approach, thriving in ambiguous environments, and tackling challenges with creativity and flexibility.

Responsibilities

Manage a P&L, Work in Progress (WIP), and customer experience measured by Net Promoter Score (NPS).
Lead and manage local operations with servant-leadership and a hands-on approach.
Ensure program and process development, assessment, communication, and administration comply with Rivian's objectives.
Manage and be accountable for high-value inventory reconciliation.
Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams.
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 strong 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 maintain high team morale.
Ensure the establishment of safe service business practices and processes.
Follow and promote Rivian's standards for safety, cleanliness, and organization.
Develop and maintain a process to track and report on KPIs at Service Centers.
Guide and develop site leadership, ensuring operational goals are met across all shifts and departments.
May require regular interaction with customers, 3rd party affiliates, and suppliers.

Requirements

Bachelor’s degree or equivalent work experience.
Ability to impact scalability in a complex organization.
Effectively manage remote service teams and drive people performance.
Excellent verbal and written communication skills.
Outstanding planning and organizational skills with a focus on 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 professionalism, flexibility, discretion, judgment, diplomacy, and tact.
Proven ability to handle 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.
Able and flexible to travel as needed.
Strong understanding of written and spoken English.
Ability to see, read and interpret documents such as regulations, safety rules, operating and maintenance instructions or schematics.

Skills

Automotive Technical skills preferred.
Automotive repair knowledge preferred.
Experience working in start-up environments preferred.
Experience in leading automotive or high-tech team-orientated, fast-paced work environment preferred.
Understanding of problem-solving methods such as SWOT Analysis, Lean implementations, Six Sigma operational and Visual Management standards preferred.

Education Level

Bachelor’s degree or equivalent work experience

Salary/Compensations

USD 121,800 - 161,450 for New York based applicants.

Benefits

Comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26.
Paid vacation.
Paid sick leave.
Competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance.
Opportunity to participate in Rivian’s 401(k) Plan.
Opportunity to participate in Employee Stock Purchase Program.

About the Company

Rivian is on a mission to keep the world adventurous forever.
We build emissions-free Electric Adventure Vehicles.
We constantly challenge what’s possible, never simply accepting what has always been done.
We reframe old problems, seek new solutions and operate comfortably in areas that are unknown.
Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.

Equal Opportunity

Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.
All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.
Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities.
If you have a disability or limitation that requires accommodations to assist you in the search and application process, please email candidateaccommodations@rivian.com.