Manager, Field Service

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

• Provide the world's best of the best in customer service rivaling any industry.
• 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.
• 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

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, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at candidateaccommodations@rivian.com.

Candidate Data Privacy

Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and / or participate in our recruitment processes ("Candidate Personal Data"). This data includes contact, demographic, communications, educational, professional, employment, social media / website, network / device, recruiting system usage / interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.

Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian's service providers, including providers of background checks, staffing services, and cloud services.

Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.

Please note that we are currently not accepting applications from third party application services.

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