Service Operations Supervisor - Lake Forest, CA
About The Position
The Service Operations Supervisor leads Rivian’s front-of-house and parts operations to deliver a seamless, high-quality service experience. The role oversees Service Advisors and Parts Advisors, champions hospitality and operational precision, and ensures positive customer interactions, accurate work orders, reliable customer updates, and timely parts availability. The supervisor also handles complex customer situations, monitors service quality, oversees warranty-repair administration, and ensures compliance with applicable automobile repair and consumer-protection requirements. The position involves coaching and developing the team, managing performance, coordinating front-of-house and service-support functions across shifts and departments, collaborating with on-site teams, and managing vendor relationships. It also directs on-site inventory and parts logistics, using inventory data and performance metrics to improve accuracy, efficiency, and cost-effectiveness. The role is based on-site in Lake Forest, California, may require up to 25% travel, and involves regular interaction with customers, third-party affiliates, and suppliers.
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 another 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.
Nice To Haves
- Bachelor’s degree or equivalent experience in a relevant field.
Responsibilities
- Uphold 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.
- Direct customer intake and checkout flows and ensure concerns receive responsive attention.
- Guide timely responses to inquiries and escalated operational failures.
- Ensure customer-reported concerns are accurately translated into actionable technician work orders.
- Coordinate estimated completion times, customer updates, and follow-through for each vehicle.
- 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 laws.
- Build, coach, and lead Service Advisor and Parts Advisor teams, including training, feedback, and performance reviews.
- Oversee front-of-house and service-support functions, including the RIV EXCEL process, and maintain accountability for operational goals across shifts and departments.
- Promote an inclusive, positive team environment 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.
- Direct parts and materials flow and maintain accurate, efficient inventory to support production and prevent technician downtime.
- Manage on-site parts logistics and use inventory data and performance metrics to improve efficiency, accuracy, and cost-effectiveness.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
