Manager, Field Service

Rivian • Canton, MA

3d

About The Position

The Service Operations Manager leads local field service operations and is accountable for service performance, including P&L, work in progress (WIP), customer experience, and high-value inventory reconciliation. The role requires strong service-process knowledge, initiative, leadership, cross-team collaboration, and a customer-first approach, including the ability to work effectively in ambiguous and changing environments.

The manager builds and develops a customer-centric team of Mobile/Service Technicians, Service Advisors, and Parts Advisors; oversees hiring, performance management, and employee development; and guides site leadership and accountability across shifts and departments. The role also works with cross-functional teams to implement and improve field service operations, ensures processes align with company objectives, promotes safe and organized service practices, and tracks and reports service-center KPIs. Regular interaction may include 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 have a direct impact on scalability in a complex organization.
• Ability to effectively manage remote service teams and drive people performance.
• Excellent verbal and written communication skills.
• Outstanding planning and organizational skills focused on operational excellence.
• Detail-oriented, with strong analytical and interpersonal skills.
• High-level administrative experience, including advanced computer skills, such as Microsoft Office.
• Ability to perform duties professionally and with flexibility, discretion, judgment, diplomacy, and tact.
• Ability to handle and adapt to multiple priorities, organize workload, and meet deadlines.
• Knowledge of automotive equipment and servicing methods.
• Valid driver’s license and clean driving record.
• Ability and flexibility to travel as needed.
• 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 governmental 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 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.
• Ensure programs and processes are developed, assessed, communicated, and administered in alignment with Rivian’s objectives.
• Manage and remain accountable for high-value inventory reconciliation.
• Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams.
• Partner regularly 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.
• Establish safe service business practices and processes.
• 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 to meet operational goals across shifts and departments.
• Interact as needed with customers and their families, third-party affiliates, and suppliers at Rivian facilities, on mobile service routes, or at community outreach events.

Benefits

• Paid vacation.
• Paid sick leave.
• Life, medical, dental, vision, short-term disability, and long-term disability insurance benefits for eligible employees.
• Opportunity to participate in Rivian’s 401(k) Plan, subject to eligibility requirements.
• Opportunity to participate in Rivian’s Employee Stock Purchase Program, subject to eligibility requirements.
• Potential eligibility for annual performance bonus and equity awards.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager