Manager, Diagnostic Content – Service Operations

Rivian•Plymouth, MI

3d•Hybrid

About The Position

Rivian is looking for a Manager, Diagnostic Content to lead the strategy, creation, and governance of the diagnostic content that powers our service diagnostic tools. This person will own the diagnostic content lifecycle, from defining tool requirements and user stories to authoring and editing DTC based diagnostic solutions, and will chair the Symptom Governance Group. They'll partner closely with Engineering, Reliability, and Field Service teams to streamline and automate vehicle diagnostics across the fleet. We're looking for someone with 5+ years of experience in program management, diagnostics, or service engineering, who has led a team before and can turn complex technical processes into clear, technician ready content. This role is based in Hayward, CA, Irvine, CA, or Plymouth, MI.

Requirements

5+ years of program management, diagnostics or service engineering.
Experience leading a team.
Experience working in software development, IT, or UNIX documentation.
Experience working in hardware documentation.
Experience with advanced hands on diagnostics, and diagnostic tooling.
Detail-oriented with strong analytical and interpersonal skills.
Computer skills proficiency and excellent written and spoken communication skills.
Proven expertise in data analysis and critical thinking.
Track record of working closely with cross-functional teams and stakeholders in a technology environment.
Process design experience, with proven ability to understand, document, and transform complex processes.
Strong analytical and structured problem-solving capabilities with high level analytical ability where opportunities for improvement are unusual and complex.
Appropriate interpersonal styles and communication methods to work effectively with internal and external partners.
Ability to perform duties with a high level of professionalism, flexibility, discretion, judgment, diplomacy, and tact.
Proven ability to effectively handle and adapt to multiple priorities, organize workload, and meet deadline.
Ability to stand, sit, or walk for 8-10 hours per day.
Required to communicate using phone and/or e-mail.
Ability to view, read, and interpret documents.
Ability to perform all duties in an office environment that may contain ambient noise and temperature fluctuations.

Responsibilities

Manage overall content creation and strategy for service diagnostics
Define the diagnostic information requirements of the diagnostic tools
Define the user stories for the diagnostic tool in Jira
Manage the priority of the diagnostic tool development tickets to ensure that the system meets the needs of the users
Act as librarian for the diagnostic content rules, documenting the style guide and the structure model, and why those decisions were made.
Create basic PowerPoint training and eLearning storyboards for new users of the diagnostic tool
Create diagnostic content based on DTCs
Edit diagnostic solutions provided by engineering and service to ensure it meets the standards of the system
Organize diagnostic content in the system to enable future diagnostic automation
Ensure diagnostic content is approachable for Technicians and 3rd parties with varying levels of product knowledge
Plan and lead strategies for diagnostic automation and fleet prognostics leveraging fleet learnings
Lead the Symptom Governance Group to ensure that the symptom tree maintains the goals of being sufficiently specific while minimally concise
Participate in other cross-functional advisory teams such as the Defect Code Group, the Localization group, and the Nomenclature group
Edit and publish theory of operations documentation
Lead and manage the Diagnostic Content team including management responsibility relating to hiring, performance management, and overall employee development planning
Foster close collaboration between Service Operations, Reliability, Engineering, and software development teams to facilitate continuous improvement of the product and the diagnostic tool
Uphold and foster a positive work environment and a culture of collaboration in each Rivian facility in which you work as well as any 3rd party support you may provide
Gather feedback on diagnostic tools (software and hardware tools) to improve functionality and ease of use
Partner with Field Service Engineering, Diagnostic Engineering, and Diagnostic Specialist teams to develop strategies to streamline and where possible, automate diagnosis for all major vehicle systems with the goal of shortening the service repair process
Convey complex interdependencies to leadership through presentations and other communications materials