Rivian Service Programs is seeking a Program Manager, Service Support Operations Escalations that will help forward the goals of the broader team. As the Program Manager, you will help develop scalable processes and procedures for our escalated Service Customers. This role will require exceptional cross-functional interaction, a dynamic and resourceful leader with sharp attention to detail, and experience in taking both an analytical and creative approach to problem-solving. Additionally, this Project Manager must be flexible, dependable, organized, proactive in initiating continuous improvement and prioritize strategically. This role will require creativity, superb communication skills and will focus on creating processes and procedures in a scalable manner for our Service customers using a quantitative and qualitative approach.
Responsibilities
Create, document, and maintain operations center project roadmaps and track execution
Become a subject matter expert on Rivian systems/tools and identify opportunities that could improve the flow
Identify the need for, create, and implement policies related to Service Support Operations with alignment and support from internal stakeholders
Support the Director, Service Support Operations with all aspects of Rivian Service Support Operations Escalation program
Ensure that the Service Support Center is built to scale and enables the best service experience for our customers
Work with the Service Support Operations management team, defining program requirements and using data-driven insights to determine improvements, priority, and path forward
Qualifications
2+ years of experience in Program/Project Management
Bachelors degree required
Previous experience working with escalations a plus
To be a dynamic and resourceful leader with a sharp attention to detail, and experience in taking an analytical approach to problem solving
To be flexible, dependable, organized, proactive in initiating continuous improvement and have an ability to prioritize strategically
Ability to expertly document, track, and report on program status
Ability to deliver updates with exceptional business acumen
High proficiency with Microsoft Excel
Self-starter with the ability to solve challenging problems with minimal guidance
Ability to work independently with limited general supervision and prioritize competing demands
Passion for working in a complex, fast-paced organization, and desire to own and refine key operational processes
Proven track record of executing multiple complex projects simultaneously from start to finish
Strong communication skills – clear, precise, and to the point with an ability to speak clearly. Listens and asks for clarification as needed, responds well to questions
This role is remote, but can require up to 20% travel
$65,000 — $95,000/year
