Regional Service Operations Manager

Rivian • Seattle, WA

13d

About The Position

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.
As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.

The Senior Manager, Regional Field Service will be responsible for regional service strategy and overdelivering on the customer experience at our service locations. This role will require establishment of high standards of performance and operational excellence, as well as management of regional operations. Areas requiring direct oversight by this role will include vendor management, risk management and mitigation. This role is field-based and will require travel throughout the region. The ideal candidate will have proven success in managing high performing teams across a regional or national footprint.
This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement across the organization. Demonstrated leadership in the region for day-to-day management of high performing, high profile service centers in a dynamic environment. This role will require extensive traveling, operational excellence, creative and data-driven problem solving. This role will also serve as the liaison between regional service centers and HQ based teams for the purpose of training, process standardization, continuous improvement and escalations.

Requirements

• 8+ years of experience in automotive, OEM, tier 1, and/or technical field, with emphasis in engineering, quality, service, operations, and supply chain is preferred
• Bachelor’s Degree or equivalent field experience
• Experience in leading teams in an automotive, high tech or similar environment
• Proven success in driving service requirements in a matrix organization
• Must possess a valid driver’s license, with a clean driving record
• Experience managing multiple projects across varying geographic locations simultaneously
• Broad experience defining, launching, and driving strategic process redesign initiatives to improve internal and external processes and operations, working closely with cross-functional teams and stakeholders in a technology environment
• Ability to travel within and occasionally outside of your region
• Strong written and communications skills
• High attention to detail
• Strong bias for action
• Experience in leading automotive or high-tech team-orientated, fast-paced work environment
• Understanding of problem-solving methods such as SWOT Analysis, Lean implementations, Six Sigma operational and Visual Management standards preferred
• Must possess a valid driver's license and clean driving record
• Minimum age of 21
• No driving related suspensions or revocation of Driver License (within a 3-5 year period)
• Understanding of problem-solving methods such as SWOT Analysis, Lean implementations, Six Sigma operational and Visual Management standards preferred
• Physical exertion may be required to perform occupational tasks (sitting up to 2 or more hours at a time, standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).
• Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners
• Ability to read and speak fluent English
• Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.
• Required to, communicate using telephone and/or email

Nice To Haves

• Experience in a startup environment and scaling teams is a plus
• Experience working in start-up environments preferred

Responsibilities

• Build and develop a high-impact team of customer-facing professionals (technicians, service advisors, detailers, and parts advisors), capable of maintaining regional service centers in a fast-paced and dynamic environment
• Lead and manage local operations on the ground with a servant-leadership, hands-on mindset
• Execute launch strategy for new service locations in region
• Execute on deliverables, milestone reports, open action items and risk mitigation plans
• Support and implement regional service and parts plans and initiatives
• Lead and drive quality and improvement in the region to deliver on all key performance indicators
• Support and drive quality and improvement in the region to deliver on all key performance indicators related to inventory counts, parts binning and ordering, and systems tracking
• A highly effective steward of company resources
• Manage operational execution and ensure brand standards are met in accordance with company policies
• Responsible for operational excellence in the region
• Promote an environment of personal growth and accountability
• Manage complex field challenges and collaborate with SME’s
• Manage your regional book of business including but not limited to P&L responsibility and customer satisfaction metrics
• Collaborate and partner with cross functional teams regularly to implement, support and continuously improve field service operations and organizational goals
• Maintain market policy awareness and business development strategy as needed for the territory assigned
• This role may require regular interaction with customers and their families, 3rd party affiliates, and suppliers within Rivian facilities, on mobile service routes, or at community outreach events

Benefits

• The successful candidate may be eligible for annual performance bonus and equity awards.
• We offer a comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees. You may also have the opportunity to participate in Rivian’s 401(k) Plan and Employee Stock Purchase Program if you meet certain eligibility requirements. Full-time employee coverage is effective on their first day of employment. Part-time employee coverage is effective the first of the month following 90 days of employment. More information about benefits is available at rivianbenefits.com.

What This Job Offers

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