Manager, Service Support Operations

Rivian•Plymouth, MI

3d•Onsite

About The Position

The Service Support team (Roadside and Remote Service Advisors) will be the first point of contact when a Rivian owner needs vehicle service – whether scheduled or unexpected. As Manager, Service Support you will assist the Sr. Manager, Service Support Operations. Together you will work with internal and external partners to develop the Service Support team ensuring processes, tools and training deliver a best in class ownership experience in a 24/7 environment.

Requirements

5+ years of operational managerial experience providing remote technical support, automotive call center experience preferred
Understanding of call center software (Amazon Connect, workforce management software, etc.)
Must be able to expertly document, track, and report on program status
Must be able to deliver updates with exceptional business acumen
Strong analytical and structured problem-solving capabilities and confidence to present business recommendations
Self-starter with 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

Responsibilities

Oversight and accountability of the 24-hour Rivian Service Support Operations Center located in Plymouth, MI, which includes the Rivian Service Support Advisor team, assistant managers, and all Service Support contact center operations.
Provide leadership, support, and guidance to the Service Support team (shift Supervisors and Service Support Advisors) who will be expected to provide the world's best of the best in customer service rivaling any industry. This team is the virtual, end-to-end point of contact for Rivian owners/fleet companies needing vehicle service or roadside assistance, whether scheduled or unexpected.
Evaluate team/employee performance with KPI's and review staff performance to identify training needs.
On-site point person for the Service Support Operations leadership team, openly communicating with leadership on areas of opportunity and trends.
Work with internal and external partners to identify the tools, resources, and training the Service Support Operations team will need to deliver a best-in-class vehicle ownership experience 24/7.
Create and maintain project roadmaps and track execution. Develop and present Quarterly Business Reviews to Service Operations Leadership.
Ensure that contact center processes and systems are developed, assessed, communicated, and administered according to Rivian's objectives, SLA and KPI’s.
Help develop and organize strategic business initiatives for Rivian Service Support operations.
Become a subject matter expert on Rivian systems necessary to manage the service intake process life cycle from roadside request through the vehicle reaching a service center or mobile service.