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