Assistant Service Operations Manager

2 weeks ago

Madison Heights, Michigan, United States Rivian Full time
About Rivian

Rivian is a pioneering company on a mission to keep the world adventurous forever. This mission encompasses the development of emissions-free Electric Adventure Vehicles and the attraction of like-minded individuals who share a passion for exploration and sustainability.

As a company, we challenge conventional norms and push the boundaries of what is possible. We approach problems with a fresh perspective, seeking innovative solutions and operating in areas that are often uncharted. Our diverse team is united by a love for the outdoors and a commitment to protecting it for future generations.

Role Summary

The Assistant Service Operations Manager is a key role that requires an experienced professional with high levels of energy, initiative, and a strong bias for action. This individual will work closely with the Service Operations Manager to ensure that performance standards for operations and customer service are met or exceeded.

To be successful in this role, the ideal candidate must possess a customer-first approach, be highly adaptable, and thrive in ambiguity. They should be capable of tackling challenges with a creative and open mindset and subscribe to the core principles of servant leadership.

Responsibilities
  1. Partner with the Service Operations Manager to ensure performance standards for operations and customer service are met or exceeded.
  2. Have a thorough understanding of budget expectations and manage cost centers (working hours, inventory cost, accounts receivable) accordingly.
  3. Lead and manage all local operations with a hands-on mindset and servant leadership.
  4. Manage and be accountable for high-value inventory reconciliation.
  5. Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams.
  6. Work in partnership with cross-functional teams regularly on implementing and continuously improving field service operations.
  7. Prioritize, plan, and coordinate logistics and meetings with internal teams and external parties.
  8. Lead a customer-centric team of Mobile/Service Technicians, Service Advisors, and Parts Advisors.
  9. Fills in for the Service Operations Manager in their absence.
  10. Build a Rivian culture that is inclusive and maintains high levels of team morale.
  11. Responsible for ensuring adherence to high standards of safety, cleanliness, and organization.
Qualifications
  1. 6+ years of related work experience in automotive, OEM, Tier 1, or related technical field.
  2. Bachelor's degree or equivalent work experience.
  3. Ability to have a direct impact on scalability in a complex organization.
  4. Effectively manage onsite and remote service teams and drive people performance.
  5. Excellent verbal and written communication skills.
  6. Detail-oriented with strong analytical and interpersonal skills.
  7. Outstanding planning and organizational skills with a focus on operational excellence.
  8. Demonstrated high-level administrative experience, including advanced computer skills (Microsoft Office).
  9. Ability to perform duties with a high level of professionalism, flexibility, discretion, judgment, diplomacy, and tact.
  10. Proven ability to effectively handle and adapt to multiple priorities, organize workload, and meet deadlines.
  11. Knowledge of automotive equipment and servicing methods.
  12. Automotive technical and repair knowledge skills preferred.
  13. Able and flexible to travel as needed.
  14. Experience working in start-up environments preferred.
  15. Experience in leading automotive or high-tech team-orientated, fast-paced work environments.
  16. Understanding of problem-solving methods such as SWOT Analysis, Lean implementations, Six Sigma operational, and Visual Management standards preferred.
  17. Must possess a valid driver's license and clean driving record.
  18. No driving-related suspensions or revocation.

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