Program Manager, Field Service Production Planning & Scheduling

Role Summary

Every service center has a finite set of technician hours, skills, bays, tools, and parts. Production planning turns that capacity into a schedule the field can execute. When the plan is right, the right work arrives at the right time, technicians start with what they need, and customers get their vehicles back sooner.

As Program Manager, Field Service Production Planning & Scheduling, you will own the system that converts demand and available capacity into executable service plans. You will connect appointment strategy, repair readiness, work-package design, technician skills, parts availability, and site constraints across planning horizons. You will design the standards and tools; site leaders will run the daily operation.

Your work sits between capacity strategy and field execution. You translate the reality of what capacity exists and where into production plans, scheduling rules, and operating cadences that improve schedule quality, throughput, lead time, and vehicle dwell without sacrificing repair quality or the customer experience.

Responsibilities

This is What You'll Do

• Own the planning architecture: Define how forecasted demand becomes monthly capacity allocation, weekly production plans, and daily executable schedules across service centers and mobile channels.

• Design the scheduling standard: Establish appointment templates, repair-duration assumptions, skill and bay constraints, urgent-work reserves, and rules for multi-day or complex repairs. Partner with Field leaders to turn local practices into a network standard that still accounts for real site differences.

• Create work-ready production plans: Build readiness gates that account for repair scope, diagnostic clarity, authorization, parts, tools, technician capability, and vehicle logistics before work enters a committed production window.

• Manage planned versus actual performance: Track schedule adherence, work-ready rate, throughput in work orders and repair hours, appointment lead time, vehicle dwell, and avoidable reschedules. Use variance analysis to find where the planning system breaks.

• Design exception paths: Create repeatable planning responses for demand surges, recalls, new vehicle launches, quarter-end pre-delivery volume, parts constraints, staffing interruptions, and high-complexity repairs.

Turn the operating model into tools

• Define the ServiceOS roadmap for planning: Partner with Digital Technology on scheduling logic, capacity consumption, work-package visibility, skill matching, and planning dashboards. Write requirements from observed field decisions and validate them with planners and site leaders.
• Run the planning cadence: Establish clear weekly and monthly forums where Regional Managers, Service Operations Managers, production supervisors, Service Parts Ops, and Service Strategy & Business Insights review demand, readiness, constraints, and schedule risk.
• Scale through pilots and standards: Test planning changes in representative service centers, compare planned and actual results, document failure modes, and build the playbook, training, and ownership needed for network adoption.

Qualifications

This is What You'll Need

• 7+ years designing complex systems: You have built or improved how work is forecasted, prepared, scheduled, and released in a distributed operation such as automotive service, manufacturing, logistics, field service, aviation maintenance, or healthcare operations.
• Planning depth across multiple horizons: You can connect long-range demand, monthly capacity, weekly loading, and daily execution without confusing a forecast with a schedule.
• Constraint-based scheduling fluency: You understand labor skills, shift patterns, bays, tools, parts, repair duration, work readiness, and priority rules. You can explain why a schedule is executable and where it will fail.
• Operational data judgment: You can work with ServiceOS, planning tools, and analytical datasets to compare plan against actual performance. You know how to distinguish a data defect from an operating defect.
• Field credibility: You have worked close enough to schedulers, production leaders, and technicians to understand how plans break under real conditions. You validate standards at the source before scaling them.
• Program leadership across functions: You can move a planning change through Field Service, Service Digital, Service Parts Ops, Technical Service Operations, Mobile & Fleet, and Business Insights without relying on reporting authority.

This is Who You Are

• The Production Architect: You see appointment demand, work readiness, labor, bays, parts, and repair complexity as one system. You turn those inputs into a plan people can execute.
• The Schedule Realist: You distrust plans that only work in a spreadsheet. You pressure-test assumptions with site leaders and make exceptions visible before they become missed commitments.
• A Flow Operator: You notice where work waits between steps. You redesign handoffs and release rules so vehicles move with less idle time and fewer avoidable restarts.
• The Planning Translator: You can explain a capacity constraint to Digital, a scheduling rule to the field, and a throughput trade-off to leadership without losing the operational truth.
• A Standard Builder: You make the best local practice repeatable across the network. The standard is specific enough to guide decisions and flexible enough to survive different service-center realities.

Pay Disclosure

The salary range for this role is $107,000-$141,000 for NY-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 awards.   Benefits Summary: 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.    The salary range for this role is $89,000 - $119,000 for Georgia-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 awards. Benefits Summary: 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.    The salary range for this role is $98,000 - $130,000 for California-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 awards. Benefits Summary: 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.