Manager, Field Service

About This Role

This leadership role requires an experienced professional with high levels of energy and initiative, a deep understanding of service processes, strong leadership skills, and cross-team collaboration. The manager will have a customer-first approach, thrive in ambiguous and unexpected environments, and tackle 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 guide and develop 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
• Regularly interact with customers and their families, 3rd party affiliates, and suppliers within Rivian facilities, on mobile service routes, or at community outreach events

Requirements

• 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 drive people performance
• Excellent verbal and written 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