Manager, Inside Delivery Guide

About Rivian 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 Customer Service is at the forefront of how we create intuitive, innovative, and memorable moments that our customers will love. In this role, you will lead, develop and manage a team of account managers who own of a book of customers across multiple states guiding them seamlessly through the Rivian purchase process as well as beginning their ownership journey. You will partner closely with Finance, Insurance, Registration, Trade-In, Delivery, Charging, Service, Warranty, and Roadside Assistance, working through the ever-changing business needs with them, developing process and managing situations as needed to support a successful customer delivery.

In this position, you will supervise front line employees who will be providing support and exceptional service to our customers. Your day-to-day responsibilities will include supporting and coaching your direct reports, handling escalations, ensuring we meet all KPIs, and deliver the best customer experience to our Rivian community.  Responsibilities Manage a team of account managers supporting the best in industry customer service through their EV purchase experience.

Responsible for the coaching, development, performance, and engagement of a team of Inside Delivery Guides.

  Accountable to all KPI's (Key Performance Indicators) and SLAs (Service Level Agreements) across each Inside Delivery team member. Leverage daily, weekly and monthly reports and dashboards to understand team's performance targets and action team targets against it.

Monitor the efficiency of the Inside team, ensuring the quality of service is top priority.

Effectively plan by using performance reporting and forecasting to set and adjust schedules, pivoting resource needs to meet business needs Communicate trends to the leadership team with recommendations on any identified areas of opportunity Organize and priorities daily and weekly work effectively for themselves and their teams Be an expert on Rivian Policies and Procedures Think strategically. Understand how to interpret analytics to enable performance efficiency  Pay close attention to sentiment and the quality of service provided; coaching for exceptional results Provide solutions for escalated customers and situations as needed Collaborates with senior leadership on process creation and strategy as targets and columns scale with business growth Knowledgeable in all location compliance with all states rules and regulations  Partner with cross-functional peers to develop and enhance organizational operational procedures  Collaborate with cross-functional stakeholder needs when supporting customer initiatives Implement scalable initiatives and best practices to ensure effective operations  Provide training and development to associates; develop and promote talent Additional tasks and projects as assigned Qualifications 5+ years' experience providing outstanding customer service. 5+ years' experience in account management or dedicated customer relationship management/sales role preferred. 2+ years as a people leader in a call center preferred. 2 years' experience using a CRM and call center tools, Salesforce, Amazon Connect and Calabrio a plus.

Bachelor's degree or equivalent time experience in role.

Willing and able to work weekends and holidays, with additional flexibility during busier times of the year. Certification in Operations or Account Management a plus.

  Excellent organization skills and ability to multi-task in fast paced environment.

Ability to create and continually support people through individual development plans. Excellent written and verbal language skills in English, bilingual a plus.

Ability to use data and insights to identify system or process issues.

Ability to learn quickly, work in a fast-paced environment and adapt to changing timelines. Ability to multi-task and navigate multiple, different work streams and tools.

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 candidateaccommodations@rivian.com. 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.

5+ years' experience providing outstanding customer service. 5+ years' experience in account management or dedicated customer relationship management/sales role preferred. 2+ years as a people leader in a call center preferred. 2 years' experience using a CRM and call center tools, Salesforce, Amazon Connect and Calabrio a plus.

Bachelor's degree or equivalent time experience in role.

Willing and able to work weekends and holidays, with additional flexibility during busier times of the year. Certification in Operations or Account Management a plus.

  Excellent organization skills and ability to multi-task in fast paced environment.

Ability to create and continually support people through individual development plans. Excellent written and verbal language skills in English, bilingual a plus.

Ability to use data and insights to identify system or process issues.

Ability to learn quickly, work in a fast-paced environment and adapt to changing timelines. Ability to multi-task and navigate multiple, different work streams and tools.

Manage a team of account managers supporting the best in industry customer service through their EV purchase experience.

Responsible for the coaching, development, performance, and engagement of a team of Inside Delivery Guides.

  Accountable to all KPI's (Key Performance Indicators) and SLAs (Service Level Agreements) across each Inside Delivery team member. Leverage daily, weekly and monthly reports and dashboards to understand team's performance targets and action team targets against it.

Monitor the efficiency of the Inside team, ensuring the quality of service is top priority.

Effectively plan by using performance reporting and forecasting to set and adjust schedules, pivoting resource needs to meet business needs Communicate trends to the leadership team with recommendations on any identified areas of opportunity Organize and priorities daily and weekly work effectively for themselves and their teams Be an expert on Rivian Policies and Procedures Think strategically. Understand how to interpret analytics to enable performance efficiency  Pay close attention to sentiment and the quality of service provided; coaching for exceptional results Provide solutions for escalated customers and situations as needed Collaborates with senior leadership on process creation and strategy as targets and columns scale with business growth Knowledgeable in all location compliance with all states rules and regulations  Partner with cross-functional peers to develop and enhance organizational operational procedures  Collaborate with cross-functional stakeholder needs when supporting customer initiatives Implement scalable initiatives and best practices to ensure effective operations  Provide training and development to associates; develop and promote talent Additional tasks and projects as assigned