Sr Manager, Field Service Process

Doing something different is never easy. It requires courage, optimism and grit. Core to our mission is building a team of adventurous individuals determined to make a positive impact on the world. This means challenging ourselves constantly. Stretching beyond the bounds of conventional thinking. Reframing old problems. Seeking new solutions. And operating comfortably in a space of uncertainty. While our backgrounds are diverse, our team shares a love of the outdoors and a desire to protect it for future generations. Do you like doing the impossible? We’d love to hear from you.

 

 

The Senior Manager, Field Service Process will coach, develop, and empower our teams to provide a world class customer experience and drive operational excellence within our service locations. This role will require establishment of high standards of performance and operational excellence, as well as developing field teams. Areas requiring direct oversight by this role will include customer de-escalation, field documentation, and risk management and mitigation. This role is field-based and will require travel throughout North America. The ideal candidate will have proven success in managing high performing teams across a regional or national footprint.  

This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement across the organization.  Demonstrated leadership throughout North America Service Centers footprint supporting with day-to-day management of high performing, high profile service centers in a dynamic environment. This role will require extensive traveling, operational excellence, creative and data-driven problem solving. This role will also serve as the liaison between regional service centers and HQ based teams for the purpose of training, process standardization, continuous improvement and escalations.  

 

• Lead and drive improvement plans that enable a seamless customer experience (Customer Survey/CSI review) 
• Outline customer satisfaction standards, metrics, and execution plans
• On-site support, training, and development of high-impact teams of customer-facing professionals (Regional Managers, Service Managers, technicians, service advisors, detailers, and parts advisors)
• Execute risk mitigation plans by leading warranty, proper documentation, and accounting reviews
• Thorough review of high touch escalations, lead pre- and post-issue root cause analysis discussions to minimize and/or eliminate future occurrences
• Keep internal leaders and stakeholders apprised of escalation status and proposed resolutions
• Take a hands-on servant-leadership approach to training and developing teams to ensure a process driven approach that drives sustainability
• Promote an environment of personal growth and accountability within the Field Service Organization
• Solve complex field challenges and collaborate with SMEs to identify, analyze, and initiate resolutions to high touch customer escalations
• Support with development of Rivians’ proprietary systems and act as a key stakeholder to improve the field technology experience for customers and field teams
• Work with our Launch team, Customer Engagement, Learning and Development, Continuous improvement, and call center teams to improve our customer experience
• Develop a feedback loop with various teams that ensure teams are constantly learning and developing
• Build a Rivian culture that is inclusive, maintain high levels of team morale