Lead Knowledge Content Manager & Writer

Rivian • Atlanta, GA

2d

About The Position

Marketing is at the forefront of how we create intuitive, innovative, and memorable moments for the Rivian community. Sitting within Marketing, our Customer Knowledge org supports Rivian’s customer-facing teams to make sure our customer conversations are accurate, brand-aligned, and tonally consistent.
As Lead Knowledge Content Manager & Writer, you’ll both manage and write content housed in Rivian’s Commercial Knowledge Base, a library of support content with both internal and external applications. Internally, our Knowledge Base is a rapidly expanding reference tool used by Rivian’s customer-facing teams. Externally, portions of our Knowledge Base are accessible via our website’s Support Center for customer self-service.
In this role, you’ll support knowledge writing, content management, translation management, and the overall organization of information within Rivian’s Knowledge Base and online Support Center. You’ll partner with subject matter experts across Rivian to validate, package, and publish Knowledge Base and Support Center content covering our brand, products, purchasing process, ownership experience and internal SOPs. You’ll also maintain the organizational structures and taxonomy necessary to scale these resources as Rivian introduces new products, enters new markets and expands across additional languages.
The Lead Knowledge Content Manager & Writer should be comfortable navigating complexity and wrangling information from disparate partner teams, all with the goal of driving clarity and alignment across the organization. Our Knowledge Base responds in real time to community inquiries, product launches, and business decisions – you should be energized by the thought of triaging novel customer questions, same day publication cycles and breaking news to thousands of our commercial team members!

Requirements

• 5+ years content management experience, preferably supporting highly technical products and customers across multiple markets
• Exceptional attention to copywriting detail, formatting, brand tone, and style guidelines – your words will be published directly to Rivian’s website
• KMS Lighthouse or similar knowledge management system experience
• Contentful or similar website content management system experience
• Mad Translations or other translation management experience
• Excellent communication skills, both verbal and written
• Excellent time management and organizational skills

Nice To Haves

• EV, tech, and/or startup experience a plus

Responsibilities

• Manage, write and publish content for Rivian’s Customer Knowledge Base
• Manage, write and publish customer-facing content to Rivian’s Support Center (website)
• Develop and conduct continuous quality control systems including regular audits of Knowledge Base content
• Partner with a network of subject matter experts throughout Rivian to source new content covering Rivian’s brand, products, purchasing process, ownership experience, and internal process documentation
• Develop and maintain Knowledge Base’s information architecture and article taxonomy
• Manage translation requests for Rivian’s international markets
• Manage content inputs for Rivian’s ongoing AI initiatives, ensuring that internal AI tools and customer-facing LLMs deliver highly accurate, context-aware, and brand-aligned responses

Benefits

• paid vacation
• paid sick leave
• life insurance
• medical insurance
• dental insurance
• vision insurance
• short-term disability insurance
• long-term disability insurance
• 401(k) Plan
• Employee Stock Purchase Program
• annual performance bonus
• equity awards

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed