Manager, Field Service - Niagara Falls, NY
About The Position
Rivian seeks an experienced Service Operations Manager with initiative, a deep understanding of service processes, strong leadership skills, and the ability to collaborate across teams. The role calls for a customer-first approach and the ability to work creatively and flexibly in ambiguous and changing environments. The manager leads local field service operations, manages financial and operational performance, and develops a customer-centric team. The role works with internal teams and external parties, maintains safe and organized service practices, and guides site leadership toward operational goals. It may involve regular interaction with customers and their families, third-party affiliates, and suppliers at Rivian facilities, on mobile service routes, or at community outreach events. The position is on-site in Niagara Falls, New York, unless otherwise specified.
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 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 Microsoft Office skills.
- Ability to perform duties with professionalism, 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.
- 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.
- Physical ability to sit for up to two or more hours at a time; stand for up to eight or more hours a day; walk, bend, kneel, lie down, twist, carry, reach, stretch, push, pull, and lift up to 50 pounds.
- Frequent use of hands to grasp and use tools, enter data, write communications, and call customers or internal partners.
Nice To Haves
- Automotive technical skills.
- Automotive repair knowledge.
- Ability and flexibility to travel as needed.
- Experience working in startup environments.
- Experience leading automotive or high-tech teams in a fast-paced work environment.
- 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 accordance with Rivian's objectives.
- Manage and be accountable for reconciliation of 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 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 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
