Manager, Service Support Operations

Rivian Manager, Service Support

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.

Role Summary

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.

Responsibilities

• 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.

Qualifications

• 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

Pay Disclosure

The salary range for this role is USD $82,300 - $102,900 for Michigan 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. 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 Plan 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.