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Employment type:
Full time
Experience required:
Senior
Salary
Salary not provided
About the company:
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
Rivian Service Operations is seeking a Sr. Program Manager to help fulfill the goals of the broader team. This position will work closely with Commercial Operations, Service Programs, Fleet Sales, External Partners, and other teams to support ongoing programs related to Field Service Operations by leading and assisting with the execution of projects. This Program Manager role will require exceptional customer service background, cross-functional interaction, attention to detail, great organizational and planning skills, program management knowledge, capability of data analysis and visualization, as well as excellent verbal and written communication skills.
Responsibilities
- Manage complex, multi-disciplinary projects to fulfill program requirements and timelines
- Develop processes and standards for field service team to perform service within SLA’s
- Monitor SLAs and performance within designated region. Report findings to local Service Operation Managers and senior leadership with recommended action items
- Communicate processes, standards, priorities and updates to field team. Develop and provide training as needed
- Develop and improve current process for B2B customer communication and interaction to meet and exceed CSAT and SLA expectations
- Act as a liaison between cross-functional partners, third party partners, customers and field service teams to collect feedback and solve for learnings, constraints and trending issues. Collaborate with appropriate stakeholders to action as needed
- Collaborate with stakeholders to solve for EDV deployment sites where there is no Rivian service center nearby
- Monitor backlog and resources at service centers. Coordinate additional support and resources needed to help reduce backlog and lead-times
- Identifying areas of development within the Service organization and implementing strategies to enable scale, enhance efficiency, reduce costs, and improve service experience
- Support field team as needed with escalations for parts, diagnosis support and general questions
- Manage complex, multi-disciplinary projects to fulfill program requirements and timelines
- Development and execution of monthly business updates, program status updates, executive level reporting, and overall communication on Service performance across the business units
- Continuously monitor all processes to identify gaps and areas for improvement. Drive opportunities for improvements, and lead initiatives to improve processes, standards, digital tools and workflows
- Prioritize, plan, and coordinate logistics and meetings with internal and external stakeholders
- Build, maintain, and communicate detailed reports and trackers
- Assist and support other aspects of the Service Organization as needed
Qualifications
- 2+ years’ experience in project/program management
- 2+ years’ experience in Service, Parts, Tooling, Supply Chain or related field
- 4-year college/university degree or similar/equivalent work experience in Operations or related field
- Self-starter who is goal oriented, highly motivated and comfortable working in a fast-paced environment
- Ability to deal with ambiguity and work quickly and efficiently under pressure
- Outstanding program management skills, with the ability to build solid cross-functional relationships, collaborate with, and influence others to drive programs to completion
- Willingness to adapt to a dynamic business environment
- Familiarity with Confluence, SmartSheets and other program management platforms
- Ability to drive cross-functional projects to completion
- Strong leadership, communication, and interpersonal skills
- Execution focused
- Proficiency in Excel and familiarity with data analytics platforms
- Preferred experience in Tableau, SQL, R data analysis, SAP, Coupa
- Excellent documentation and project tracking skills
- Ability to travel as needed (up to 75%)
- Physical exertion may be required to perform occupational tasks (sitting up to 2 or more hours at a time, standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).
- Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners
- Strong understanding of written and spoken English
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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