Specialist, Field Service Operational Excellence

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.

Our Field Service Operational Excellence Specialist will develop and work alongside the Senior Leads and field teams to provide a world-class customer experience and drive operational excellence within our service locations. This role will require high performance standards and developing field teams to adopt a continuous improvement mindset. Areas requiring direct assistance by this role will include High Touch Customer service, 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 coaching high performing teams across a national footprint and supporting firsthand with high touch customers.

This role will require a dynamic and resourceful professional with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement across the organization. This role will require extensive traveling, operational excellence, creativity, delivering exceptional experience to our customers, and data-driven problem solving. This role will also serve as the liaison between regional service centers and HQ-based teams for process standardization, continuous improvement, and escalations.

• Lead initiatives and work closely with the Operational Excellence team
• Support the implementation of standards and processes across multiple pillars of the business to exceed customer expectations through prioritizing their needs, personalizing their experience, genuinely catering to their satisfaction, and resolving problems before they arise
• Monitor Field Service performance and adherence to repair documentation standards - supporting any corrective actions needed
• Support the implementation and monitor the performance of the systems, contact handling processes, and customer intake expectations for High Touch customers
• Be a point of contact for High Touch customers, provide remote or on-site support and direct oversight of their Service needs, take ownership of their end-to-end experience
• Support high-impact teams of customer-facing professionals (Regional Managers, Service Managers, technicians, service advisors, detailers, and parts advisors)in performing root cause analysis that result in risk mitigation plans that drives actions to support long-term operational improvements
• Work with necessary cross functional teams to ensure clear communication, updates of projects and strategic initiatives
• Work closely with the Sr. Leads and Managers on the team to help with day-to-day activities to identify areas for improvement
• Support development, maintenance, and improvement of documentation, standards, training, and communication
• Review data accuracy and contribute to maintenance, improvement, and administration of data, tools and resources that support Field Service

• 1+ years of experience in a related professional and dynamic environment
• 4-year college/university degree or similar/equivalent work experience in operations or related field
• Program management, engineering, business analytics, data visualization, consulting or similar strategy-to-execution experience preferred
• Experience managing multiple projects simultaneously, working closely with cross-functional teams and stakeholders
• Excellent command of project management techniques and tools, including agile and waterfall methodologies
• Strong communication and interpersonal skills, with a readiness to be customer-facing if necessary
• Proficient in Google Workspace Suite
• Proficiency in a variety of program/project management tools, such as Confluence, Jira, and more
• Experience using data analysis software such as Tableau, SQL, SmartSheet, and others
• Experience using SalesForce, Coupa, Lucid, Figma, and/or Adobe software a plus
• Ability to safely and successfully perform the essential job functions consistent with ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Must be available for a regular schedule of a minimum 40 hours a week, including evenings, weekends, and holidays, according to business need
• Ability to work remotely and on-site, must be on-site at Rivian service centers and offices to perform essential functions and tasks (60%)
• Ability to travel as needed (up to 75%)

Salary Range/Hourly Rate for California Based Applicants: $39 - $42 per hour (actual compensation will be determined based on experience, location, and other factors permitted by law).

Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time and part-time employees, their spouse or domestic partner, and children up to age 26. Full Time Employee coverage is effective on the first day of employment. Part-Time employee coverage is effective the first of the month following 90 days of employment.

"Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act."

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 candidateaccommodations@rivian.com.

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.