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Service Operations Leader

2 months ago

Dallas, Texas, United States Rivian Full time

About Rivian:

Rivian is dedicated to fostering a spirit of adventure that lasts forever. This commitment extends to the emissions-free Electric Adventure Vehicles we create, as well as the innovative and bold individuals we aim to attract.

As an organization, we consistently push the boundaries of what is achievable, refusing to accept the status quo. We approach traditional challenges with fresh perspectives, explore new solutions, and navigate uncharted territories with confidence. Our team is composed of individuals from diverse backgrounds, united by a shared passion for the outdoors and a commitment to preserving it for future generations.

Role Overview:

The Service Operations Leader is an accomplished professional characterized by high energy, initiative, and a profound understanding of service operations. This role demands a proactive mindset, exceptional leadership capabilities, and the ability to collaborate across teams. Success in this position requires a customer-centric approach and the ability to thrive in unpredictable environments, addressing challenges with creativity and adaptability.

Key Responsibilities:
  • Deliver unparalleled customer service that sets industry standards.
  • Oversee and manage P&L, Work in Progress (WIP), and customer satisfaction as measured by Net Promoter Score (NPS).
  • Direct and manage local operations with a hands-on, servant-leadership approach.
  • Ensure that programs and processes align with Rivian's strategic objectives and are effectively communicated and administered.
  • Manage high-value inventory reconciliation with accountability.
  • Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams.
  • Partner with cross-functional teams to implement and enhance field service operations continuously.
  • Plan and coordinate logistics and meetings with internal and external stakeholders.
  • Build and nurture a customer-focused team of Mobile/Service Technicians, Service Advisors, and Parts Advisors.
  • Take ownership of management responsibilities related to hiring, performance management, and employee development.
  • Foster an inclusive Rivian culture while maintaining high team morale.
  • Ensure the establishment of safe service business practices and processes.
  • Promote Rivian's standards of safety, cleanliness, and organization.
  • Develop and maintain a system for tracking and reporting on KPIs at the Service Centers.
Qualifications:
  • Bachelor's degree or equivalent professional experience.
  • Ability to influence scalability within a complex organization.
  • Proficient in managing remote service teams and driving performance.
  • Excellent verbal and written communication skills.
  • Outstanding organizational skills with a focus on operational excellence.
  • Detail-oriented with strong analytical and interpersonal skills.
  • Extensive administrative experience, including advanced computer skills (Microsoft Office).
  • Ability to perform duties with professionalism, flexibility, discretion, and tact.
  • Proven capability to manage multiple priorities and meet deadlines.
  • Knowledge of automotive equipment and servicing techniques.
  • Valid driver's license and clean driving record required.
  • Automotive technical skills preferred.
  • Willingness to travel as necessary.
  • Experience in automotive repair preferred.
  • Background in fast-paced, team-oriented environments preferred.
  • Familiarity with problem-solving methodologies such as SWOT Analysis, Lean implementations, and Six Sigma preferred.
  • Physical exertion may be required for occupational tasks, including prolonged sitting, standing, walking, bending, and lifting up to 50 lbs.
  • Frequent use of hands for tasks such as tool usage, data entry, and communication.
  • Strong command of written and spoken English.
  • Able to interpret documents such as regulations, safety rules, and maintenance instructions.
Company Statements:
Equal Opportunity

Rivian is an equal opportunity employer and adheres to all applicable federal, state, and local employment laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information, physical or mental disability, marital status, age, military status, medical condition, or any other characteristic protected by law.

Rivian is committed to ensuring accessibility in our hiring process for individuals with disabilities. If you require accommodations to assist you in the application process, please reach out to us.

Candidate Data Privacy

Rivian may collect, use, and disclose your personal information during the recruitment process in accordance with applicable data protection laws. This data may include contact information, demographic details, educational background, and employment history. Rivian may use this information for various purposes, including assessing your application and conducting background checks.

Your personal data may be shared with internal personnel who need access to perform their duties, Rivian affiliates, and service providers. Your data may also be transferred internationally and subject to the laws of those jurisdictions.

Please note that we are currently not accepting applications from third-party application services.