Service Operations Supervisor

Service Operations Supervisor

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 : As a Service Operations Supervisor, you are at the center of the Rivian service experience. Your primary responsibility is to lead our front-of-house and parts operations, ensuring the seamless and exceptional service our owners expect. You will champion Rivian's high standards of hospitality and operational precision, leading by example and empowering your teams of Service Advisors and Parts Advisors. By focusing on flawless execution, you will ensure every customer interaction is positive, every part is precisely where it needs to be, and every owner gets back to their adventure with confidence.

• This is what you'll do : Uphold the Customer Experience Champion and uphold Rivian's world-class service standards, meticulously executing every customer touchpoint from arrival to departure to be welcoming, intuitive, and memorable. Serve as the ultimate ambassador of the Rivian brand, embodying our values and ensuring every customer interaction reflects our commitment to excellence and adventure. Champion the voice of the customer, using feedback to relentlessly refine and elevate the service experience in line with company standards. Act as the primary point of contact for complex customer situations, resolving issues with grace, empathy, and a commitment to restoring owner confidence. Oversee Front-of-House Operations Direct intake and checkout flows to address all customer concerns with the highest level of responsiveness and attention, embodying an automotive hospitality approach. Guide thoughtful responses to customer inquiries and escalated operational failures in a timely fashion, applying sound problem-solving skills to maintain a high standard of quality for our customers. Ensure the accurate translation of customer-reported concerns into clear, actionable work orders for technicians to complete. Orchestrate communication of estimated completion times, regular updates, and thorough follow-through on each customer vehicle. Analyze service lapses that impact customer experience and collaborate with supervisors to implement improvements. Oversee the administration of new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines. Ensure all operations meet the requirements of state and federal law for automobile repair and consumer protection. Lead and...

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 accessibility@rivian.com.