Service Activation Lead - East

Rivian•Normal, IL

3d•Remote

About The Position

The Service Activation Lead is a member of an elite team dedicated to the operational health of the Rivian Service Network. You are not just a trainer, technician, or advisor, you are an expert Operator who serves as the standard-bearer for the company. Whether your background is in leadership, diagnostics, service writing, or parts logistics, you will leverage that deep functional expertise to elevate the entire facility. This role has a dual-purpose mission. First, you function like a precision "opening team" for our most strategic locations: deploying to New Site Openings (NSOs) in high-visibility and value markets to provide shoulder-to-shoulder training, ensuring that from Day One, the facility operates at company-level standards of excellence. Second, you act as a specialized "recovery unit" for the network: deploying to distressed or underperforming markets to diagnose root causes, execute rapid turnaround plans, and stabilize operations alongside local leadership. You are equal parts Subject Matter Expert (SME), hands-on Operator, and Coach. Whether you are setting the culture at a new location or restoring it at an existing one, your goal is to install excellence and leave behind a team that can sustain it.

Requirements

Operational Versatility: 5-6+ years of automotive or high-volume service experience. We welcome backgrounds from all pillars of the operation—Service Advisors, Parts Specialists, and Technicians—provided you are willing to cross-train and navigate both "Front of House" and "Back of House" environments.
The "Brand Standard" Mindset: Experience in environments that require strict adherence to high standards (e.g., high-end retail, luxury hospitality, or top-tier automotive groups). You understand that consistency is the key to scale.
Crisis Management Skills: The ability to walk into a chaotic, high-pressure environment, remain calm, and immediately begin organizing resources to solve problems.
Elite Adaptability: You must be willing to travel extensively (75%+) and shift focus instantly from a "Grand Opening" celebration mode to a "Recovery" grittiness mode depending on business needs.
Technical Aptitude: While you don't need to be a Master Tech, you must be fluent in Service Operating Systems and understand the mechanics of vehicle repair flows.
No Ego: You are there to help, not to judge. You roll up your sleeves and sweep the floors if that’s what the team needs to succeed.
A Special Operator: You thrive on being dropped into new environments and figuring it out. You prefer high-stakes missions over a routine desk job.
A Teacher by Doing: You believe people learn best by watching an expert at work. You lead from the front, not from a PowerPoint presentation.
A Standardizer: You hate inconsistency. You are obsessive about details and ensuring that the "Rivian Way" is executed perfectly, every time, everywhere.

Responsibilities

Shoulder-to-Shoulder Execution: You don’t just hand over a manual; you work the line. You will embed with new teams during launch, working side-by-side with Service Advisors, Parts Advisors, and Technicians to demonstrate what "good" looks like in real-time.
Day One Readiness: Own the operational validation of new sites. Ensure that every workflow—from customer intake to parts logistics to vehicle repair—is functioning to Rivian standard before the doors open.
Cultural Installation: Act as the physical embodiment of Rivian’s service culture. You ensure that the high energy, precision, and customer-centricity of the brand are permanently instilled in the local team.
Strategic Recovery Execution: You deploy to challenged markets not just to put out fires, but to build a foundation for the future. Partnering closely with the Service Activation Manager and Field Leadership, you will translate high-level recovery strategies into on-the-ground operational reality.
Root Cause to Resolution: Utilizing a deep diagnostic approach, you will identify the systemic bottlenecks—whether in parts flow, advisor communication, or technical throughput—and implement targeted solutions that solve the core issue rather than just the symptom.
Sustainable Growth & Stabilization: Your mission isn't complete until the site is set up for long-term success. You will build scalable workflows and transfer capability to local management, ensuring that the improvements you make are sustainable and that the site is primed for future growth.
Capability Transfer: Your goal is to make yourself obsolete at every site you visit. You transfer your capability to local teams through rigorous coaching, ensuring they don't need you to return.
Feedback Loop: You are the eyes and ears of the network. You will channel ground-truth data regarding software bugs, process gaps, and tooling issues back to central teams to drive continuous improvement.