Manager, Customer Service Guide

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. We strive to understand and predict our customers' needs, behaviors, and emotions to gather insights that inform our experiential design, communal space design, and the digital tools that we integrate throughout their interactions with our brand. In this role, you will lead, develop and manage a team of account managers who own of a book of customers across a minimum of 14 states guiding them seamlessly through the Rivian journey and purchase process, as well as their ownership journey. Your primary focus is to ensure Guides have all the resources possible and potential blockers removed so they can operationally execute their duties with ease.      As the Manager, you will be responsible for monitoring the efficiency, quality of service and trends for the transaction to delivery and ownership experience. You are responsible for providing growth and development conversations while also supporting them in their daily operations. Your day-to-day responsibilities will include supporting and coaching your direct reports, handling escalations, ensuring we meet all KPIs, and delivering the best customer experience to our Rivian community. You will be accountable for your team’s daily, weekly and quarterly performance that directly contributes and ladders to the company’s performance goals. You will work partner with Finance, Insurance, Registration, Trade-In, Delivery, Charging, Service, Warranty, and Roadside Assistance, working through the ever changing business needs with them and developing process and managing situations as needed to support a successful customer delivery.       Responsibilities   Manage a team of account managers supporting best in industry customer service through their EV purchase experience.   Responsible for the coaching, professional development, performance, and engagement of their team along with the broader team as needed   Remove barriers or roadblocks so that your team can focus on providing the best customer experience possible and executing all operational tasks in accordance with SLA and KPIs set by the organization   Accountable to all KPI’s (Key Performance Indicators) and Service Level Agreements across each Guide and their adherence   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 Guide to Customer ratio, 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 14 states rules and regulations    Partner with cross-functional peers to develop and enhance organizational operational procedures    Provides collaboration and manages cross-functional stakeholder needs when sharing initiatives with customers    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   3+ operations experience / account management environment   2+ years’ as a people leader in a call center preferred   2 years’ experience using a CRMs and call center tools, Salesforce, Amazon Connect and Calabrio a plus   Bachelors Degree or equivalent time experience in role   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   Willing and able to work weekends and holidays, with additional flexibility during busier times of the year   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.