Service Operations Manager Jobs in Illinois

INTRODUCTION

The Senior Manager, Regional Field Service will be responsible for regional service strategy and overdelivering on the customer experience at our service locations. This role will require establishment of high standards of performance and operational excellence, as well as management of regional operations. Areas requiring direct oversight by this role will include vendor management, risk management and mitigation. This role is field-based and will require travel throughout the region. 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 in the region for 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.

ROLE AND RESPONSIBILITIES

• Build and develop a high-impact team of customer-facing professionals (technicians, service advisors, detailers, and parts advisors), capable of maintaining regional service centers in a fast-paced and dynamic environment
• Lead and manage local operations on the ground with a servant-leadership, hands-on mindset
• Execute launch strategy for new service locations in region
• Execute on deliverables, milestone reports, open action items and risk mitigation plans
• Support and implement regional service and parts plans and initiatives
• Lead and drive quality and improvement in the region to deliver on all key performance indicators
• Support and drive quality and improvement in the region to deliver on all key performance indicators related to inventory counts, parts binning and ordering, and systems tracking
• A highly effective steward of company resources
• Manage operational execution and ensure brand standards are met in accordance with company policies
• Responsible for operational excellence in the region
• Promote an environment of personal growth and accountability
• Manage complex field challenges and collaborate with SMEs
• Manage your regional book of business including but not limited to P&L responsibility and customer satisfaction metrics
• Collaborate and partner with cross functional teams regularly to implement, support and continuously improve field service operations and organizational goals
• Maintain market policy awareness and business development strategy as needed for the territory assigned
• 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

BASIC QUALIFICATIONS

• 8+ years of experience in automotive, OEM, tier 1, and/or technical field, with emphasis in engineering, quality, service, operations, and supply chain is preferred
• Bachelor’s Degree or equivalent field experience
• Experience in leading teams 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
• Experience in a startup environment and scaling teams is a plus
• Ability to travel within and occasionally outside of your region
• Strong written and communications skills
• High attention to detail
• Strong bias for action
• Experience working in start-up environments preferred
• Experience in leading automotive or high-tech team-oriented, fast-paced work environment
• Understanding of problem-solving methods such as SWOT Analysis, Lean implementations, Six Sigma operational and Visual Management standards preferred
• Must possess a valid driver's license and clean driving record
• Minimum age of 21
• No driving related suspensions or revocation of Driver License (within a 3-5 year period)
• Understanding of problem-solving methods such as SWOT Analysis, Lean implementations, Six Sigma operational and Visual Management standards preferred
• 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
• Ability to read and speak fluent English
• Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.
• Required to communicate using telephone and/or email