Manager, Service Support Programs

Manager, Service Support Programs Rivian - 2.7 Plymouth, MI Job Details Full-time 1 day ago Qualifications Project reporting Progress tracking (project management tasks) Full Job Description As the Manager of Service Support Programs, you are at the forefront of driving innovation to enhance the ownership journey and deliver a seamless service intake experience. In this role, you will lead, develop, and manage a team of Program Managers who are directly responsible for the service intake experience and ownership journey. You will partner with cross-functional team members that include Customer Service, Roadside, Alternative Transportation, Collision, Service, Charging, and more. You will be responsible for adapting to ever-changing business needs and supporting the development of processes that deliver a successful experience both internally and externally. Your day-to-day responsibilities will include supporting, coaching, mentoring, and inspiring your direct reports; providing guidance and feedback; and leveraging innovation to deliver a world-class ownership experience. Manage a team of Program Managers supporting their development and providing guidance on their programs and processes. Responsible for developing a vision for the outlook of Service Support Programs that supports Service profitability and establishing a Rivian-first mindset. Monitor the time and efficiency of the Program Management team, resolve bottlenecks, and establish clear pathways to success. Proficient in understanding analytics and the ability to communicate trends to both Senior Leadership and the greater team. Be an expert on Rivian policies, processes, and procedures. Collaborate with cross-functional stakeholders to develop and enhance organizational operational procedures. Be flexible in day-to-day tasks and have a firm understanding of prioritization. Act as the business owner for third-party Service Support tools, defining requirements, value cases, and ensuring they drive measurable improvements in customer experience and operational performance. Partner with Procurement, Legal, Finance, and vendor CSMs on purchasing, renewals, and professional services to align contracts, scopes of work, and Service Support Programs' needs and budget. Additional tasks, programs, and projects as assigned. Enthusiasm and passion for Rivian, coupled with a strong desire to oversee a team providing industry-leading service support. 5+ years of operational managerial experience Understanding of contact center software (Cloud Contact Center Systems, workforce management software, etc.) Must be able to expertly document, track, and report on department status with exceptional business acumen Strong analytical and structured problem-solving capabilities and confidence to present business recommendations Schedule flexibility to support the needs of the business Proven track record of exercising good judgment, strong decision-making skills, and the ability to solve challenging problems with minimal guidance Experience working with technical specialists and customer service professionals Enthusiasm for delighting customers and motivating team members to perform at a high level Ability to travel up to 30% of the time