Role Summary 

The Assistant Service Operations Manager requires an experienced professional with high levels of energy and initiative, working knowledge of service processes, strong bias for action, and cross-functional collaboration. To be successful in this role, the ideal candidate must have a customer-first approach, be highly adaptable, thrive in ambiguity, capable of tackling all challenges with a creative and open mindset and subscribe to the core principles of servant leadership. This role reports to the Service Operations Manager.  

Responsibilities 

• Partner with Service Operations Manager to ensure performance standards for operations and customer service are met or exceeded  
• Have a thorough understanding of budget expectations and manage cost centers (working hours, inventory cost, accounts receivable) accordingly.  
• Lead and manage all local operations with a hands-on mindset and servant leadership.  
• 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  
• Lead a customer-centric team of Mobile/Service Technicians, Service Advisors, and Parts Advisors  
• Fills in for Service Operations Manager in their absence  
• Build a Rivian culture that is inclusive, and maintains high levels of team morale  
• Responsible for ensuring adherence to high standards of safety, cleanliness, and organization  

Qualifications 

• 6+ years of related work experience in automotive, OEM, Tier 1 or related technical field  
• Bachelor’s degree or equivalent work experience  
• Ability to have a direct impact on scalability in a complex organization  
• Effectively manage onsite and remote service teams and a driver of people performance  
• Excellent verbal and written and communication skills  
• Detail-oriented with strong analytical and interpersonal skills  
• Outstanding planning and organizational skills with a focus on operational excellence  
• 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  
• Automotive technical and repair knowledge skills preferred  
• Able and flexible to travel as needed  
• 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  
• Must possess a valid driver’s license and clean driving record  
• No driving related suspensions or revocation of Driver License (within a 3-5year period) 
• Ability to read and speak fluent English 
• Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics. 
• Required to, communicate using telephone and/or email 
• Minimum age of 21 
• 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). 
• Ability to stand/sit for 8-12 hours per day 
• Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners