Director, Service Programs & Operations

Rivian Palo Alto , CA 94306

Posted 1 week ago

THIS IS WHAT YOU'LL DO:

  • Manage 3rd party vendor/supplier partnerships, including; emergency roadside assistance, glass replacement, alternative transportation, etc.

  • Collaborate internally and with vendors for the integration of service systems, including: DMS, scheduling tool, parts inventory management, cap equipment management, CRM, etc.

  • Manage executive partnerships with 3rd party service providers

  • Drive service compliance, and reporting functions with major state and federal agencies such as DOT, NHTSA, OSHA, BAR, etc.

  • Create response and management methods for recalls, service campaigns, and other escalated issues

  • Implement warranty procedures and field operations quality/audit functions

  • Drive operational excellence, partnering with HQ & frontline field teams to ensure constant improvement of systems and operations

  • Partner internally for financial and resource planning

  • Drive service program management and go-to-market functions

  • Support field teams by partnering for development of field performance indicators and business management methods and data

  • Own customer service and brand training for all customer facing personnel in vehicle service

  • Partner internally and with vendors for 24 hour call center requirements and development as related to vehicle service

  • Build a high-impact team of service program managers and operational professionals capable of scaling a global service organization across varied platforms and markets

THIS IS WHAT YOU'LL NEED:

  • In depth understanding in all aspects of automotive service repair and impacts to customer experience

  • Degree in Engineering, Business, or equivalent experience

  • MBA or equivalent experience

  • 15 years automotive and/or tech experience

  • EV and startup experience advantageous

  • History of excellence in program management and go-to-market functions

  • Expertise in ground-floor introduction of vehicle service in a direct-to-consumer service environment

  • A customer-centric mindset and approach and an innate drive to improve vehicle ownership experience at all levels

THIS IS WHERE YOU'LL WORK:

Department: Service Operations

Location: Palo Alto, CA

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.

We operate development centers in Plymouth, MI, Irvine CA and San Jose, CA, and Surrey, England, as well as a manufacturing facility in Normal, Illinois.

Rivian is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Rivian is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Rivian are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Rivian will not tolerate discrimination or harassment based on any of these characteristics. Rivian encourages applicants of all ages.


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Director, Service Programs & Operations

Rivian