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Service Operations Manager

2 months ago

Dallas, Texas, United States Rivian Full time
About Rivian

Rivian is a pioneering company dedicated to creating a sustainable future through the development of innovative, emissions-free Electric Adventure Vehicles. Our mission is to empower individuals to explore the world while minimizing our impact on the environment.

Role Summary

The Service Operations Manager will be responsible for leading a high-performing team of professionals who are passionate about delivering exceptional customer service. This individual will be accountable for effectively managing a P&L, Work in Progress (WIP), and customer experience measured by a Net Promoter Score (NPS). The successful candidate will possess a customer-first approach, thrive in ambiguous and unexpected environments, and demonstrate a creative and flexible mindset.

Key Responsibilities
  • Customer Service Excellence: Provide the world's best customer service, rivaling any industry standard.
  • Financial Management: Accountable for effectively managing a P&L and Work in Progress (WIP).
  • Leadership and Team Management: Lead and manage a team of Mobile/Service Technicians, Service Advisors, and Parts Advisors.
  • Process Development and Improvement: Ensure that programs and processes are developed, assessed, communicated, and administered in compliance with Rivian's objectives.
  • Inventory Management: Manage and be accountable for high-value inventory reconciliation.
  • Collaboration and Communication: Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams.
  • Logistics and Meeting Coordination: Prioritize, plan, and coordinate logistics and meetings with internal teams and external parties.
  • Employee Development and Engagement: Build a strong customer-centric team and lead employee development planning.
  • Culture and Morale: Foster a Rivian culture that is inclusive and maintain high levels of team morale.
  • Safety and Compliance: Ensure the establishment of safe service business practices and processes.
  • KPI Tracking and Reporting: Develop and maintain a process to track and report on KPIs at the Service Centers.
Qualifications
  • Education: Bachelor's degree or equivalent work experience.
  • Leadership and Management: Ability to have a direct impact on scalability in a complex organization.
  • Communication and Interpersonal Skills: Excellent verbal and written communication skills.
  • Organizational and Analytical Skills: Outstanding planning and organizational skills with a focus on operational excellence.
  • Technical Skills: Detail-oriented with strong analytical and interpersonal skills.
  • Administrative Experience: Demonstrated high-level administrative experience, including advanced computer skills (Microsoft office).
  • Professionalism and Adaptability: Ability to perform duties with a high level of professionalism, flexibility, discretion, judgment, diplomacy, and tact.
  • Problem-Solving and Adaptability: Proven ability to effectively handle and adapt to multiple priorities, organize workload, and meet deadlines.
  • Automotive Knowledge: Knowledge of automotive equipment and servicing methods.
  • Driver's License and Clean Driving Record: Must possess a valid driver's license and clean driving record.
  • Automotive Technical Skills: Automotive technical skills preferred.
  • Travel and Flexibility: Able and flexible to travel as needed.
  • Automotive Repair Knowledge: Automotive repair knowledge preferred.
  • Start-Up Experience: Experience working in start-up environments preferred.
  • Leadership in Automotive or High-Tech Environments: Experience in leading automotive or high-tech team-orientated, fast-paced work environments.
  • Problem-Solving Methods: Understanding of problem-solving methods such as SWOT Analysis, Lean implementations, Six Sigma operational and Visual Management standards preferred.
  • Physical Demands: Physical exertion may be required to perform occupational tasks.
  • Language Skills: Strong understanding of written and spoken English.
  • Visual and Auditory Abilities: Ability to see, read, and interpret documents.