Manager, Field Service - Eagan, MN

Military Spouse Corporate Career Network•Eagan, MN

6d•Onsite

About The Position

Rivian is seeking an experienced Service Operations Manager to lead local field service operations. The role requires initiative, a deep understanding of service processes, strong leadership and cross-team collaboration, and a customer-first approach. The manager should be comfortable navigating ambiguity and unexpected challenges with a creative and flexible mindset. The manager oversees service-center and remote-team performance, develops and maintains operational processes, and builds a customer-centric team. The role involves regular interaction with customers, their families, third-party affiliates, and suppliers at Rivian facilities, on mobile service routes, or at community outreach events. The position is onsite in Eagan, Minnesota, and may require travel as needed.

Requirements

Bachelor’s degree or equivalent work experience.
Ability to have 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.
Outstanding planning and organizational skills, with a focus on operational excellence.
Detail-oriented, with strong analytical and interpersonal skills.
High-level administrative experience, including advanced Microsoft Office skills.
Professionalism, flexibility, discretion, judgment, 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.
Experience leading an automotive or high-tech, team-oriented, fast-paced work environment.
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.
Understanding of problem-solving methods such as SWOT Analysis, Lean implementations, Six Sigma operational standards, and Visual Management standards.

Responsibilities

Manage the service operation’s P&L, Work in Progress (WIP), and customer experience as 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 be accountable 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 high team morale.
Ensure safe service business practices and processes are established.
Follow and promote Rivian’s standards for safety, cleanliness, and organization.
Develop and maintain processes to track and report service-center KPIs.
Guide and develop site leadership, including through the RIV EXCEL process, and establish accountability to meet operational goals across shifts and departments.