Manager, Service Support Operations

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.

The Service Support team (Roadside and Remote Service Advisors) will be the first point of contact when a Rivian owner needs vehicle service - whether scheduled or unexpected. As Manager, Service Support you will assist the Sr. Manager, Service Support Operations. Together you will work with internal and external partners to develop the Service Support team ensuring processes, tools and training deliver a best in class ownership experience in a 24/7 environment.

• Oversight and accountability of the 24-hour Rivian Service Support Operations Center located in Plymouth, MI, which includes the Rivian Service Support Advisor team, assistant managers, and all Service Support contact center operations.
• Provide leadership, support, and guidance to the Service Support team (shift Supervisors and Service Support Advisors) who will be expected to provide the world's best of the best in customer service rivaling any industry. This team is the virtual, end-to-end point of contact for Rivian owners/fleet companies needing vehicle service or roadside assistance, whether scheduled or unexpected.
• Evaluate team/employee performance with KPI's and review staff performance to identify training needs.
• On-site point person for the Service Support Operations leadership team, openly communicating with leadership on areas of opportunity and trends.
• Work with internal and external partners to identify the tools, resources, and training the Service Support Operations team will need to deliver a best-in-class vehicle ownership experience 24/7.
• Create and maintain project roadmaps and track execution. Develop and present Quarterly Business Reviews to Service Operations Leadership.
• Ensure that contact center processes and systems are developed, assessed, communicated, and administered according to Rivian's objectives, SLA and KPI's.
• Help develop and organize strategic business initiatives for Rivian Service Support operations.
• Become a subject matter expert on Rivian systems necessary to manage the service intake process life cycle from roadside request through the vehicle reaching a service center or mobile service.

• 5+ years of operational managerial experience providing remote technical support, automotive call center experience preferred
• Understanding of call center software (Amazon Connect, workforce management software, etc.)
• Must be able to expertly document, track, and report on program status
• Must be able to deliver updates with exceptional business acumen
• Strong analytical and structured problem-solving capabilities and confidence to present business recommendations
• Self-starter with the ability to solve challenging problems with minimal guidance
• Experience working with technical specialists and customer service professionals
• Enthusiasm for delighting customers and motivating team members

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.