Manager, Field Service - Sparks, NV

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. 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

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 department
 

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