Service Operations Supervisor - Lake Forest, CA

Military Spouse Corporate Career Network•Lake Forest, CA

7d•Onsite

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, models Rivian’s hospitality and operational standards, and ensures accurate execution across customer interactions, service workflows, warranty administration, and parts logistics. The supervisor also manages team performance and development, resolves complex customer situations, and works with other teams and vendors to improve service operations.

Requirements

At least 5 years of leadership experience in a high-touch, customer-focused 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 see, read, and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions, or schematics.
Ability to perform the physical demands of the role, including lifting up to 50 pounds.

Nice To Haves

Bachelor’s degree or equivalent experience in a relevant field.
Up to 25% travel may be required.

Responsibilities

Champion Rivian’s customer experience and service standards throughout each customer touchpoint.
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 with empathy and professionalism.
Direct customer intake and checkout, respond to inquiries and escalated operational failures, and maintain service quality.
Ensure customer concerns are accurately translated into actionable technician work orders.
Coordinate estimated completion times, customer updates, and follow-through on vehicle service.
Analyze service lapses and collaborate with supervisors on 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 requirements.
Build, coach, and lead Service Advisor and Parts Advisor teams; provide training, tools, 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, recognize successes, and lead by example by supporting tasks as needed.
Collaborate onsite with DMO, VO, and Sales teams.
Manage vendor relationships with collision centers and rental car providers for front-of-house operations.
Oversee parts and materials flow, inventory accuracy, and on-site parts logistics to support workshop needs and avoid technician downtime.
Analyze inventory data and performance metrics to improve efficiency, accuracy, and cost-effectiveness.