Manager, Field Service - Niagara Falls, NY

Military Spouse Corporate Career Network•Niagara Falls, NY

1d•Onsite

About The Position

Rivian is seeking an experienced Service Operations Manager with strong initiative, deep knowledge of service processes, leadership ability, and a collaborative approach. The role calls for a customer-first mindset and the flexibility to address ambiguity and unexpected challenges. The manager leads local field service operations, manages business and customer-experience outcomes, develops a strong service team, and ensures safe, efficient, and accountable operations. The position may involve regular interactions with customers and their families, third-party affiliates, and suppliers at Rivian facilities, on mobile service routes, or at community outreach events.

Requirements

Bachelor's degree or equivalent work experience.
Ability to make a direct impact on scalability in a complex organization.
Ability to manage remote service teams effectively and drive people performance.
Excellent verbal and written communication skills.
Strong planning and organizational skills, with a focus on operational excellence.
Detail-oriented, with strong analytical and interpersonal skills.
High-level administrative experience, including advanced computer skills in Microsoft Office.
Ability to perform duties professionally and demonstrate flexibility, discretion, judgment, diplomacy, and tact.
Ability to adapt to multiple priorities, organize workload, and meet deadlines.
Knowledge of automotive equipment and servicing methods.
Valid driver's license and clean driving record.
Strong understanding of written and spoken English.
Ability to see, read, and interpret documents such as regulations, safety rules, operating and maintenance instructions, or schematics.

Nice To Haves

Automotive technical skills.
Automotive repair knowledge.
Experience working in startup environments.
Experience leading automotive or high-tech teams in a fast-paced environment.
Understanding of problem-solving methods such as SWOT Analysis, Lean implementations, Six Sigma operational standards, and Visual Management standards.

Responsibilities

Manage the P&L, Work in Progress (WIP), and customer experience, measured by Net Promoter Score (NPS).
Lead and manage local operations with a hands-on, servant-leadership approach.
Develop, assess, communicate, and administer programs and processes in compliance with Rivian's objectives.
Manage and maintain accountability for high-value inventory reconciliation.
Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams.
Partner with cross-functional teams to implement and continuously improve field service operations.
Prioritize, plan, and coordinate logistics and meetings with internal teams and external parties.
Build a customer-centric team of Mobile/Service Technicians, Service Advisors, and Parts Advisors.
Lead hiring, performance management, and employee development planning.
Build an inclusive Rivian culture and maintain team morale.
Ensure safe service business practices and processes are established.
Promote Rivian's standards for safety, cleanliness, and organization.
Develop and maintain processes for tracking and reporting Service Center KPIs.
Guide and develop site leadership, including through the RIV EXCEL process, and establish accountability across shifts and departments to meet operational goals.