Sr. Knowledge Content Manager & Writer

Rivian • El Segundo, CA

4h • $78,700 - $98,400

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 Sr. 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 Sr. 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 Commercial 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 Gen AI initiatives, both internally and customer-facing

Benefits

• The successful candidate may be eligible for annual performance bonus and equity awards.
• We offer a comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees. You may also have the opportunity to participate in Rivian’s 401(k) Plan and Employee Stock Purchase Program if you meet certain eligibility requirements. Full-time employee coverage is effective on their first day of employment. Part-time employee coverage is effective the first of the month following 90 days of employment. More information about benefits is available at rivianbenefits.com.

What This Job Offers

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