Manager, Field Service - Rohnert Park, CA

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Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

About Rivian

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. 

 

As a company, 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. 


Role Summary

The Service Operations Manager requires an experienced professional with high levels of energy and initiative, deep understanding of service processes, go-getter attitude, great leadership skills, and cross-team collaboration.  To be successful in this role, you must have a customer-first approach, thrive in ambiguous and unexpected environments, tackling all challenges with a creative and flexible mindset.   


Responsibilities

This role may require regular interaction with customers and their families, 3rd party affiliates, and suppliers within Rivian facilities, on mobile service routes, or at community outreach events
Accountable for effectively managing a P&L, Work in Progress (WIP) and customer experience measured by a Net Promoter Score (NPS)
 
Lead and manage all local operations on the ground with a servant-leadership, hands-on mindset
 
Ensure that programs and processes are developed, assessed, communicated, and administered in compliance with Rivian's objectives
 
Manage and be accountable for high value inventory reconciliation
 
Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams
 
Work in partnership with cross functional teams regularly on implementing and continuously improving field service operations
 
Prioritize, plan, and coordinate logistics and meetings with internal teams and external parties
 
Build a strong customer-centric team of Mobile/Service Technicians, Service Advisors, and Parts Advisors
 
Lead and take ownership of management responsibility relating to hiring, performance management, and overall employee development planning
 
Build a Rivian culture that is inclusive, and maintain high levels of team morale
 
Responsible for ensuring the establishment of safe service business practices and processes
 
Follow and promote Rivian's high standards of safety, cleanliness, and organization
 
Develop and maintain a process to track and report on KPI's at the Service Centers
Directly guides and develops site leadership, 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.
This role may require regular interaction with customers and their families, 3rd party affiliates, and suppliers within Rivian facilities, on mobile service routes, or at community outreach events
 

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 and communication skills  
Outstanding planning and organizational skills with a focus in 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 a high level of professionalism, flexibility, discretion, judgment, diplomacy, and tact  
Proven ability to effectively handle and adapt to 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  
Automotive Technical skills preferred  
Able and flexible to travel as needed  
Automotive repair knowledge preferred  
Experience working in start-up environments preferred  
Experience in leading automotive or high-tech team-orientated, fast-paced work environment  
Understanding of problem-solving methods such as SWOT Analysis, Lean implementations, Six Sigma operational and Visual Management standards preferred  
Physical exertion may be required to perform occupational tasks (sitting up to 2 or more hours at a time, standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).  
Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners  
Strong understanding of written and spoken English  
Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics 

Pay Disclosure

The salary range for this role is USD 121,800 - 161,450 for California (SF Bay Area) based applicants. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs.