Assistant Manager, Service Support Operations - Second Shift

Rivian • Plymouth, MI

87d

About The Position

You are responsible for the coaching, development, performance, and engagement of a Service Support Advisor team of approximately 10-15 individuals in the Rivian Service Support Operations Centers in Plymouth, Michigan operating 24/7, 365. The Service Support Advisors are the virtual, end-to-end point of contact for Rivian owners/fleet companies needing assistance with vehicle education, charging and/or connectivity questions, roadside or servicing/repair of their Rivian vehicle.

Requirements

• 5-7 years' experience providing outstanding customer service, primarily in a customer-facing role.
• Minimum 2 years as a people leader.
• Experience in the automotive industry is a strong plus.
• Knowledge of contact center management tools, processes, procedures, and performance metrics.
• Knowledge of contact center systems, telecommunications, and operational capabilities.
• Ability to create and support training and individual development plans.
• Understanding of building high-performing teams and cross-functional relationships.
• Proven track record of utilizing good judgment and strong decision-making skills.
• Willingness to work 1st, 2nd, or 3rd shift including holidays, with flexibility during busy times.

Responsibilities

• Provide formal and informal coaching to Service Support Advisors.
• Create career development plans and provide regular feedback, including formal performance evaluations.
• Support team members through leave of absence and personal needs in partnership with the people team.
• Conduct talent assessments and make hiring and promotion recommendations.
• Identify training and development needs among the team and work with managers to address them.
• Supervise the daily operation of the Service Support Operations Center.
• Monitor and support the Service Support Advisors to ensure exceptional service support.
• Complete weekly Quality Assurance Reviews and provide recognition or coaching based on performance.
• Plan and monitor workflow, call volume, and staffing reports.
• Resolve service or operational issues using sound business judgment.
• Ensure the Service Support Operations Center meets or exceeds established service objectives and goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Transportation Equipment Manufacturing