Role Summary

As a Service Operations Supervisor, you are at the center of the Rivian service experience. Your primary responsibility is to lead our front-of-house and parts operations, ensuring the seamless and exceptional service our owners expect. You will champion Rivian's high standards of hospitality and operational precision, leading by example and empowering your teams of Service Advisors and Parts Advisors. By focusing on flawless execution, you will ensure every customer interaction is positive, every part is precisely where it needs to be, and every owner gets back to their adventure with confidence.

Responsibilities

Uphold the Customer Experience

• Champion and uphold Rivian's world-class service standards, meticulously executing every customer touchpoint from arrival to departure to be welcoming, intuitive, and memorable.
• Serve as the ultimate ambassador of the Rivian brand, embodying our values and ensuring every customer interaction reflects our commitment to excellence and adventure.
• Champion the voice of the customer, using feedback to relentlessly refine and elevate the service experience in line with company standards.
• Act as the primary point of contact for complex customer situations, resolving issues with grace, empathy, and a commitment to restoring owner confidence.

Oversee Front-of-House Operations

• Direct intake and checkout flows to address all customer concerns with the highest level of responsiveness and attention, embodying an automotive hospitality approach.
• Guide thoughtful responses to customer inquiries and escalated operational failures in a timely fashion, applying sound problem-solving skills to maintain a high standard of quality for our customers.
• Ensure the accurate translation of customer-reported concerns into clear, actionable work orders for technicians to complete.
• Orchestrate communication of estimated completion times, regular updates, and thorough follow-through on each customer vehicle.
• Analyze service lapses that impact customer experience and collaborate with supervisors to implement improvements.
• Oversee the administration of new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines.
• Ensure all operations meet the requirements of state and federal law for automobile repair and consumer protection.

Lead & Inspire Your Team

• Build, coach, and lead high-performing teams of Service Advisors and Parts Advisors, fostering an inspirational culture of hospitality, precision, and collaboration.
• Develop your team's talent, providing the training, tools, and empowerment they need to act as true advocates for our owners.
• Actively manage team performance, providing regular feedback, conducting performance reviews, and maintaining a strong understanding of each team member's strengths and development areas.
• Directly oversees front of house and service support functions, including but not limited to the RIV EXCEL process, establishing a cascade of accountability that ensures operational goals are met across all shifts and departments.
• Rally your team around a shared vision of exceptional service, celebrating successes and fostering a deep sense of pride and purpose in their work.
• Cultivate an inclusive and positive environment where team members feel supported, valued, and motivated to perform at their best.
• Lead by example, demonstrating a willingness to jump in and support any role or task necessary to ensure the team's collective success and uphold service excellence.
• On-site cross team collaboration (DMO/VO/Sales)
• Vendor Relationship Management (Collision Centers/Rental Cars (FOH))

Master On-Site Parts & Inventory

• Direct the flow of parts and materials with precision, ensuring the right components are in the right place at the right time, every time.
• Execute a flawlessly efficient inventory system with relentless accuracy, ensuring the production team is supported with immediate parts availability.
• Manage on-site parts logistics, anticipating the needs of the workshop and orchestrating the flow of components to eliminate any downtime for technicians.
• Analyze inventory data and performance metrics to continuously optimize for efficiency, accuracy, and cost-effectiveness.

Qualifications

• 5+ years of leadership experience in a high-touch, customer-obsessed environment such as premium hospitality, luxury retail, or a top-tier service organization.
• HS Diploma or GED preferred
• Bachelor's degree or equivalent experience in a relevant field is preferred
• Demonstrated experience in inventory management and internal logistics.
• Proven ability to lead, coach, and inspire teams to deliver exceptional results in a fast-paced environment.
• Strong proficiency with digital tools, including Customer Relationship Management (CRM) and inventory management systems.

This is who you are:

• A Gracious Host: You possess a natural, profound sense of hospitality and empathy, making everyone feel instantly welcome and cared for.
• An Executor of Excellence: You have a meticulous eye for detail and a deep passion for flawless execution of established standards.
• An Inspiring Coach: You know how to build and rally a team, unlocking their potential and inspiring them to achieve greatness together.
• A Strategic Operator: You are a master of process and efficiency, able to orchestrate complex operations with precision and foresight.
• An Unflappable Leader: You handle pressure with grace and confidence, navigating challenges with a calm, solutions-oriented mindset.

Physical Demands:

• 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
• Up to 25% travel may be required
• This role may require regular interaction with customers and their families, 3rd party affiliates, and suppliers within Rivian facilities, on mobile service routes, or at community outreach events.

Pay Disclosure

The salary range for this role is $87,300 - 115,640 for Southern California based applicants. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs.

The successful candidate may be eligible for annual performance bonus and equity awards.

We offer a comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees. You may also have the opportunity to participate in Rivian's 401(k) Plan and Employee Stock Purchase Program if you meet certain eligibility requirements. Full-time employee coverage is effective on their first day of employment. Part-time employee coverage is effective the first of the month following 90 days of employment. More information about benefits is available at rivianbenefits.com.

You can apply for this role through careers.rivian.com (or through internal-careers-rivian.icims.com if you are a current employee). There is no fixed deadline for this application; applications are accepted on an ongoing basis until the role is filled or the opening is no longer needed.