Manager, Field Service - Colorado Springs, CO
About The Position
The Service Operations Manager leads local field and service operations with a customer-first approach, strong initiative, and hands-on servant leadership. The role is responsible for operational performance, including P&L, work in progress, customer experience, high-value inventory, safety, and service-center KPIs. It involves collaborating across Service Operations, Sales, Retail, and Delivery & Field Operations, as well as with other internal teams and external parties. The manager builds and develops a customer-centric team of Mobile/Service Technicians, Service Advisors, Parts Advisors, and site leaders. Responsibilities include hiring, performance management, employee development, operational accountability, and fostering an inclusive Rivian culture with strong team morale. The role may involve interacting with customers and their families, third-party affiliates, and suppliers at Rivian facilities, on mobile service routes, and at community outreach events. The position is on-site unless otherwise stated. Physical activity may include sitting, standing, walking, bending, kneeling, lifting up to 50 pounds, and frequent use of hands for tools, data entry, written communications, or calls. Travel may be required as needed.
Requirements
- Bachelor’s degree or equivalent work experience.
- Ability to directly impact scalability in a complex organization.
- Ability to manage remote service teams and drive people performance.
- Excellent verbal and written communication skills.
- Strong planning and organizational skills, focused on operational excellence.
- Detail orientation with strong analytical and interpersonal skills.
- High-level administrative experience, including advanced Microsoft Office skills.
- Ability to perform duties with professionalism, 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.
- Ability and flexibility to travel as needed.
- Experience leading teams in 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.
- Ability to perform physical tasks that may include sitting for two or more hours at a time, standing for up to eight or more hours a day, walking, bending, kneeling, lying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 pounds.
- Frequent use of hands to grasp and use tools, enter data, write communications, or call customers or internal partners.
Nice To Haves
- Automotive technical skills.
- Automotive repair knowledge.
- Experience working in start-up 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 mindset.
- Develop, assess, communicate, and administer programs and processes in compliance with Rivian's objectives.
- Manage and reconcile high-value inventory.
- 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.
- Establish safe service business practices and processes.
- 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 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
- May be eligible for annual performance, bonus, and equity awards.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
