Service Operations Supervisor

Rivian•Pacheco, CA

About The Position

The Service Operations Supervisor leads Rivian’s front-of-house and parts operations, ensuring a seamless service experience for vehicle owners. The role oversees Service Advisors and Parts Advisors, promotes Rivian’s hospitality and operational standards, and supports accurate, efficient service and inventory operations. The supervisor handles complex customer situations, works with other teams and external vendors, and develops team members through coaching, training, and performance management. The role may involve interaction with customers, families, third-party affiliates, and suppliers at Rivian facilities, on mobile service routes, or at community outreach events. Up to 25% travel may be required.

Requirements

At least 5 years of leadership experience in a high-touch, customer-obsessed environment such as premium hospitality, luxury retail, or a top-tier service organization.
High school diploma, GED, or other recognized high school equivalency credential.
Demonstrated experience in inventory management and internal logistics.
Proven ability to lead, coach, and inspire teams in a fast-paced environment.
Strong proficiency with digital tools, including customer relationship management (CRM) and inventory management systems.
Strong understanding of written and spoken English.
Ability to read and interpret documents such as government regulations, safety rules, operating and maintenance instructions, and schematics.
Ability to perform the physical demands described in the posting, including lifting up to 50 lbs.

Nice To Haves

Bachelor’s degree or equivalent experience in a relevant field.

Responsibilities

Champion Rivian’s service standards and ensure customer touchpoints are welcoming, intuitive, and memorable.
Represent the Rivian brand and use customer feedback to improve the service experience.
Serve as the primary contact for complex customer situations and resolve issues empathetically.
Oversee customer intake and checkout flows, customer inquiries, and escalated operational failures.
Ensure customer-reported concerns are accurately translated into actionable technician work orders.
Coordinate estimated completion times, regular customer updates, and follow-through on each vehicle.
Analyze service lapses and collaborate with supervisors to implement improvements.
Oversee administration of new and used vehicle warranty repairs in accordance with manufacturer guidelines.
Ensure operations comply with state and federal automobile repair and consumer protection laws.
Build, coach, and lead Service Advisor and Parts Advisor teams; provide training, feedback, and performance reviews.
Oversee front-of-house and service support functions, including the RIV EXCEL process, and establish accountability across shifts and departments.
Foster an inclusive, positive team environment, celebrate successes, and lead by example by supporting tasks as needed.
Collaborate on-site with DMO, VO, and Sales teams.
Manage vendor relationships with collision centers and rental car providers for front-of-house operations.
Manage parts and materials flow, on-site logistics, and inventory accuracy to support workshop operations and minimize technician downtime.
Analyze inventory data and performance metrics to improve efficiency, accuracy, and cost-effectiveness.