Manager, Customer Engagement Sales Operations

Number of employees

10000

United States, Illinois, Normal, United States

Posted on: 2022-09-14

Category: emobility

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Expired

Employment type:

Full time

Experience required:

Intermediate

Salary

Salary not provided

About the company:

Doing something different is never easy. It requires courage, optimism and grit. Core to our mission is building a team of adventurous individuals determined to make a positive impact on the world. This means challenging ourselves constantly. Stretching beyond the bounds of conventional thinking. Reframing old problems. Seeking new solutions. And operating comfortably in a space of uncertainty. While our backgrounds are diverse, our team shares a love of the outdoors and a desire to protect it for future generations. Do you like doing the impossible? We’d love to hear from you.

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. 

Customer Support is at the forefront of how we create intuitive, innovative, and beautiful moments that our customers will love. To ensure our teams can continue to provide white glove customer support to our communities, we have to continually innovate and iterate our customer service platforms and systems to keep up. This can range from improving existing systems to also discovering a new way to enhance our internal team’s experience so they can focus on providing the level of Rivian Customer Support we’ve created.

 

Your primary day-to-day responsibilities will include supporting our teams within the Customer Engagement Center. You will lead our team of Customer Engagement Sales Operations Specialists and be our direct connection to our partner teams, ensuring any blockers that prevent a Guide or customer from completing any spot in the purchase process. In addition, you will provide reporting and performance metrics of the team while sharing out trends and identifying opportunities to streamline operations. Your efforts will help us improve team productivity, identify gaps in our business and how to thoughtfully enhance our relationship with customers.

 

Responsibilities

  • This role can be based at our Irvine, CA or Normal, IL location
  • Responsible for managing Customer Engagement Sales Operations Specialists located across two states (IL & CA), providing additional support to immediate team and assisting with escalated sales related issues
  • 50% of role focused on team and performance metrics reporting, coaching and identifying opportunities for streamline operations
  • Operates as a sales liaison between Guide team and cross-functional transaction partners to help resolve potential blockers, troubleshoot issues and manage milestones to ensure timely vehicle delivery of customers
  • Monitoring and analyzing customer readiness to purchase
  • Escalate VINS or Customer orders that fall outside of our purchase and delivery SLA
  • Knows who to go to for assistance or resolution during any step of the purchase process and acts a primary contact for our partner teams
  • Payment operations: deposit checks, provide third-party lending support, reconcile payment of third-party payments, title applications for Rivian Financing Services/Chase, confirm payment received 24 hours in advance of out-of-state deliveries, resolve errors when the payment fails or is not matched to the right order 
  • Sales operations: issue payment refunds and perform payment status follow-ups, register business vehicles when they’ll be used by individuals, send ad-hoc invites to Rivian Shop, perform proof of insurance verification, (re)send Purchasing Buyers Agreement when necessary, due bill approvals if/as necessary 
  • Spearhead the customer engagement team’s soft-lead intake process and work closely with Guides to ensure that leads are followed up on.
  • Liaise with and support the Revenue Accounting team: Ensure payments successfully go through and are matched with the right order 

 

Qualifications

  • 5-8 years’ experience in customer experience and partner support experience
  • Effective leadership and management skills
  • Must be able to foster strong partnerships with cross-functional internal partners; Insurance, Finance, Title & Registration, Payments, etc.
  • Deep understanding of a consumer’s vehicle purchase process
  • Ability to pivot quickly to complete tasks as necessary
  • Capacity to manage multiple deadlines or competing escalations in a effective manner
  • Ability to effectively communicate analyzed information to support immediate and partner teams
  • Experience with systems similar to Salesforce Service Cloud, Tableau, AWS (AmazonConnect), SmartSheet)
  • Excellent time management and thrives in fast-paced environments
  • Must have clear and concise written and verbal communication skills
  • May be required to work on multiple initiatives at once while managing shifting priorities
  • Excellent organizational skills and attention to detail of team’s work
  • Occasionally requires nights/weekend work.
  • Willing and able to work within a 7-day workweek, including holidays, with additional flexibility during busier times of the year
  • Willing and able to travel up to 30%

Equal Opportunity

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 [email protected].

Candidate Data Privacy

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.

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