Community Manager, CX & Technology

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 Engagement is at the forefront of how we create intuitive, innovative, and memorable moments for the Rivian community. We strive to understand and anticipate our customers' needs, behaviors, and emotions. We gather insights that inform our experiential design, physical spaces, and the digital tools that come together to shape every customer interaction with our brand. Most importantly, we hire and develop great customer facing teammates.   This is an exciting role within Customer Engagement & Sales intended to ignite and build lasting relationships from fans of the brand to Rivian owners. As a community manager, you are the human touchpoint to our customers and fans. Your efforts will deepen the connection from the community to the brand and products across digital and physical mediums. You’ll partner cross functionally to build programs and strategies with defined tactics that bolster brand awareness, increase engagement, satisfaction, and loyalty.      Responsibilities Build strong bonds  Actively engage with the community across multiple platforms, building meaningful two-way dialogs and relationships.    Learn about the Rivian brand and products that have resonated so well with our community of fans, friends, and owners. Share findings and provide recommendations with internal partners from Customer Service, Sales, Marketing, Voice of the Customer Spaces and others.    Programs, Strategy and Analytics to enhance the CX  Build online and offline community management strategies and plans based on data that drive strong customer satisfaction, drive awareness of the brand, help turn leads/prospective customers into reservations, and build loyalty.    Craft, launch and manage programs such as customer advisory boards and referrals, events. Define and document the customer journeys.    Create a playbook that defines our community engagement strategy and outlines the different approaches we should take in achieving objectives.    Interpret data and trends from VOC, Analytics, and other teams to inform engagement strategies and programs. Track and measure the performance of your strategies and impact to engagement and satisfaction.   Engagement and Events  Foster partnerships with organizations and other communities. Proactively perform outreach with Rivian fan clubs and forums to grow strong relationships.    Plan programming, manage and execute online or offline events/activations with the community. Manage a dynamic calendar of events and activations.   Monitor online communities and social media to listen to what users are saying and spur active discussions and conversations that are on brand and engaging.   Help support the creation of customer facing content with internal partners. This can include blog posts, videos, social media, and more.    Values and Administration  Always demonstrate Rivian values and be curious to learn more. Ability to work independently or as part of a team.    Must be exceptionally organized and can build roadmaps and projects plans. Can manage multiple projects at once and operate with urgency.    Build and maintain a budget for branded merchandise for surprise and delight moments when partnering with different communities and fan clubs.    Gracefully respond and proactively anticipate shifting requirements or risks.    Proactively stay up to date about our product offerings.   Qualifications 10+ years of experience in community management, customer experience, customer service, experiential marketing, customer success or relevant discipline.   Bachelor degree preferred in Marketing, Communications, Business Management, plus for Masters.    Ability to travel up to 30-40% of the time on short notice and executing events that occur in the evenings or weekends.  Superior verbal and written communication skills and networking abilities. Experience and comfort with tools/data such as Salesforce, social listening platforms, Confluence, Smartsheet, Tableau, MS Suite, Lucidchart, Figma. Ability to organize high volumes of information and data points. Ability to present strategies to senior leadership and peers clearly with ease.     Salary Range for California Based Applicants: $121,000 - $139,000   (actual compensation will be determined based on experience, location, and other factors permitted by law).    Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day of employment, and Rivian covers most of the premiums.     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.