Role Summary

This role requires an experienced professional with high levels of energy and initiative, deep understanding of service processes, go-getter attitude, great leadership skills, and cross-team collaboration.  To be successful in this role, you must have a customer-first approach, thrive in ambiguous and unexpected environments, tackling all challenges with a creative and flexible mindset. 

Responsibilities

• Provide the world’s best of the best in customer service rivaling any industry
• Accountable for effectively managing a P&L, Work in Progress (WIP) and customer experience measured by a Net Promoter Score (NPS)
• Lead and manage all local operations on the ground with a servant-leadership, hands-on mindset
• Ensure that programs and processes are developed, assessed, communicated, and administered in compliance with Rivian’s objectives
• Manage and be accountable for high value inventory reconciliation
• Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams
• Work in partnership with cross functional teams regularly on implementing and continuously improving field service operations
• Prioritize, plan, and coordinate logistics and meetings with internal teams and external parties
• Build a strong customer-centric team of Mobile/Service Technicians, Service Advisors, and Parts Advisors
• Lead and take ownership of management responsibility relating to hiring, performance management, and overall employee development planning
• Build a Rivian culture that is inclusive, and maintain high levels of team morale
• Responsible for ensuring the establishment of safe service business practices and processes
• Follow and promote Rivian’s high standards of safety, cleanliness, and organization
• Develop and maintain a process to track and report on KPI’s at the Service Centers

Qualifications

• Bachelor’s degree or equivalent work experience
• Ability to have a direct impact on scalability in a complex organization
• Effectively manage remote service teams and a driver of people performance
• Excellent verbal and written and communication skills
• Outstanding planning and organizational skills with a focus in operational excellence
• Detail-oriented with strong analytical and interpersonal skills
• Demonstrated high-level administrative experience, including advanced computer skills (Microsoft office)
• Ability to perform duties with a high level of professionalism, flexibility, discretion, judgment, diplomacy, and tact
• Proven ability to effectively handle and adapt to multiple priorities, organize workload, and meet deadlines
• Knowledge of automotive equipment and servicing methods
• Must possess a valid driver’s license and clean driving record
• Automotive Technical skills preferred
• Able and flexible to travel as needed
• Automotive repair knowledge preferred
• Experience working in start-up environments preferred
• 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
• 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
• 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