Rivian

United States, California, El Segundo, United States

Posted on: 2022-07-15

Category: emobility

Employment type:

Full time

Experience required:

Senior

Salary

Salary not provided

Sr Manager, Field Service Process

About the company:

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.

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. 

As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations. 

 
 

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.  

Responsibilities:
 
  • 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 
 
Qualifications:
 
  • 10+ years of experience in automotive, OEM, tier 1, and/or technical field, with emphasis in engineering, quality, service, operations, and supply chain 
  • Bachelor’s Degree or equivalent field experience 
  • Experience in leading process in an automotive, high tech or similar environment 
  • Proven success in driving service requirements in a matrix organization
  • Must possess a valid driver’s license, with a clean driving record
  • Experience managing multiple projects across varying geographic locations simultaneously 
  • Broad experience defining, launching, and driving strategic process redesign initiatives to improve internal and external processes and operations, working closely with cross-functional teams and stakeholders in a technology environment
  • Ability to make fast and reliable decisions within strict deadlines involving complex environments and situations
  • Experience in a startup environment and scaling teams is a plus 
  • Ability to travel up to 65% 
  • Strong written and communications skills
  • High attention to detail
  • Strong bias for action
  • Fully vaccinated against COVID-19 virus (proof required) 

Equal Opportunity

Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices 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 or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.

Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at [email protected].

Candidate Data Privacy

Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. 

Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services. 

Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.  

 

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