Sr. Program Manager, Field Service Utilization & Productivity

Rivianis 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.

A shop creates value when technician time becomes completed, high-quality repair work. That conversion depends on more than technician effort. Work must be ready, parts and tools must be available, assignments must match skill, bays must turn, and handoffs must happen without avoidable waiting.

As Sr. Program Manager, Field Service Utilization & Productivity, you will build the tools, standards, and operating processes that help service centers make the best use of every available hour. You will study how work moves through the shop, identify why productive time is lost, and give Field leaders practical systems that improve utilization, productivity, and throughput.

The goal is sustainable performance. The system must protect repair quality, customer commitments, safety, training, breaks, and a workable pace for team members. Field leaders will run the daily shop and coach individuals; you will build the network operating system that makes strong performance repeatable.

Build the shop utilization system

• Create decision tools for the shop:
  Partner with Service Digital and Analytics to build ServiceOS views, ready-work queues, dispatch boards, and dashboards that show utilization, productivity, efficiency, throughput, work mix, and lost-time causes together.
• Design the daily management process:
  Give Service Operations Managers and Production Supervisors a clear routine for reviewing available hours, ready work, skill coverage, bay and tool constraints, parts status, emerging bottlenecks, and recovery actions.
• Diagnose the system around the technician:
  Use field observation, time studies, work-order data, clocking data, and technician feedback to separate demand gaps, poor work readiness, parts waits, tool constraints, skill mismatch, dispatch delays, excessive handoffs, and data defects.
• Diagnose and route readiness failures:
  Identify released work that still lacks repair scope, authorization, parts, tools, diagnostic clarity, or the right technician capability.
• Turn field practice into network tools:
  Find service centers that produce strong output without sacrificing quality or people, verify the operating cause, and convert the practice into a tool, routine, or playbook that other sites can adopt.

Protect people, quality, and customers

• Set sustainable-performance guardrails:
  Treat training, breaks, safety work, coaching, and shop care as necessary operating time. Build standards that reduce true waste without turning every non-repair minute into a performance defect.
• Balance output with repair quality:
  Read utilization and productivity alongside efficiency, work mix, rework, repair quality, and vehicle dwell. Stop changes that create speed by shifting defects, unfinished work, or avoidable pressure downstream.
• Watch the human signals:
  Partner with Field leadership and People to monitor overtime, workload balance, missed breaks, training displacement, turnover signals, and frontline feedback. Adjust the operating model when the performance system creates an unsustainable pace.

This is What You'll Need

• 7+ years improving service, production, or shop operations:
  You have redesigned how work is prepared, assigned, executed, and handed off in an automotive,…