Manager, Mobile Service Operations, EMEA

Job summary

Rivian Service Operations is seeking for a Manager for Mobile Service EMEA to support the international expansion. At Rivian, we believe that the best service is one that the customer does not need to think about and strive to complete the majority of repairs using Mobile Service, which is performing repairs at the customer’s vehicle’s location rather than having them come to us.

As the Manager of Mobile Service Operations EMEA, you will help ensure that the business optimizes impact through sound operations and planning, and that Mobile Service is built to scale and enables the best service experience for our customers. This role will require exceptional cross functional interaction, a dynamic and resourceful leader with a sharp attention to detail, and experience in taking an analytical approach to problem solving. Additionally, this Manager must be flexible, dependable, organized, proactive in initiating continuous improvement and have an ability to prioritize strategically. This role will require creativity, superb communication skills and will focus on building a scalable Mobile Service program using a quantitative and qualitative approach.

Responsibilities

• Develop, organize and document strategic business initiatives and standard operating procedures for Mobile Service Operations prioritizing commercial workflows
• Continuous collaboration with third party partners
• Create and maintain project roadmaps and track execution while ensuring that all supporting teams are in alignment
• Work cross-functionally to create and distribute training materials of program processes and standard operating procedures
• Collaborate with key business partners to develop key performance indicators and auditing processes for Mobile Operations
• Develop an analytics based distribution, coverage and vehicle lifecycle management plan for technicians and vehicles
• Collaborate cross-functionally to ensure systems are in place and continually improved to support Mobile Service, such as scheduling and routing tools
• Lead program expansion across European market to ensure mobile fleet and technicians are operating within local regulations while collaborating with internal and external partners to maximize repair capabilities

Requirements

• Experienced Leader with ability to grow a lean team as business requires
• 3-5+ years’ experience in project management
• Ability to work independently with limited general supervision and prioritize competing demands
• Passion for working in a complex, fast-paced organization, and desire to own and refine key operational processes
• Proven track record of executing multiple complex projects simultaneously from start to finish
• Experience defining program requirements and using data-driven insights to determine improvements, priority, and path forward
• Agile with an ability to re-prioritize as the business requires and execute effectively
• Strong communication skills – clear, precise, and to the point with an ability to speak clearly. Listens and asks for clarification as needed, responds well to questions