Manager, Field Service - Hayward, CA

Responsibilities: Accountable for effectively managing a P&L, Work in Progress (WIP) and customer experience measured by a Net Promoter Score (NPS) Lead and manage all local operations on the ground with a servant-leadership, hands-on mindset Ensure that programs and processes are developed, assessed, communicated, and administered in compliance with Rivian's objectives Manage and be accountable for high value inventory reconciliation Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams Work in partnership with cross functional teams regularly on implementing and continuously improving field service operations Prioritize, plan, and coordinate logistics and meetings with internal teams and external parties Build a strong customer-centric team of Mobile/Service Technicians, Service Advisors, and Parts Advisors Lead and take ownership of management responsibility relating to hiring, performance management, and overall employee development planning Build a Rivian culture that is inclusive, and maintain high levels of team morale Responsible for ensuring the establishment of safe service business practices and processes Follow and promote Rivian's high standards of safety, cleanliness, and organization Develop and maintain a process to track and report on KPI's at the Service Centers Directly guides and develops site leadership, including but not limited to the RIV EXCEL process, establishing a cascade of accountability that ensures operational goals are met across all shifts and department 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