Service Operations Supervisor

About Rivian 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. 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. High School Diploma, GED, or other recognized high school equivalency credential required. 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 $95,000 to $125,000 annually for California (Bay Area) 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. 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. 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 and Technology 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. How We Use AI in Our Hiring Process: To ensure transparency, we want candidates to know that Rivian uses iCIMS Talent Cloud Artificial Intelligence (TCAI) and AI-enabled tools to assist with screening, reviewing, organizing and highlighting profiles and applications that match the key requirements for each role. AI does not make hiring decisions: Qualified candidate applications are reviewed by a member of our team, and all decisions throughout the process are made by humans. We use AI to support efficiency and consistency, not to replace human judgment. We are committed to a fair, thoughtful, and equitable experience for every candidate. Participation in AI profile matching is entirely voluntary. If you prefer that your profile not be used in this process, you can opt out at any time. Opting out means your profile will be excluded from automated matching and will not be surfaced for additional roles through this system. Your current application remains active and will not be affected in any way. Please note that we are currently not accepting applications from third party application services.