Job Description

About Rivian Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations. Role Summary The Program Manager of Service Quality & Containment Operations will work cross-functionally to improve the execution of key team deliverables. Areas of focus include coordinating multiple projects, communicating across departments, and monitoring/reporting team key performance indicators. This role involves collaborating with internal fleet teams to execute Field Service Actions (FSA), maintaining the FSA site to ensure timely and accurate updates, and ensuring FSA status accuracy for business reporting. The Program Manager will also review and track FSA parts requirements with cross-functional teams, establish a feedback loop between Service Quality and Field Service to drive continuous improvement, and monitor emerging topics related to Warranty Waste Reduction. Additionally, they will conduct audits to improve accuracy and efficiency, present KPIs and metrics to stakeholders, and track KPI glidepaths to ensure alignment with year-end goals. The Program Manager will work alongside a wide group of individuals to solve complex problems while ensuring Rivian’s high-quality standards are met. Responsibilities Collaborate with internal fleet teams to execute Field Service Actions Maintain the Field Service Action site to ensure information is published accurately in a timely manner for all of Service Ensure the accuracy of FSA statuses for business reporting, serving as the single source of truth for relevant updates Review FSA parts requirements and track availability with cross functional team Establish an effective feedback loop between Service Quality and Field Service to drive continuous improvement Monitor emerging topics and assess their relevance for Warranty Waste Reduction, ensuring proper tracking through to completion Conduct audits of internal deliverables, identifying duplication and reclassifying as necessary for improved accuracy and efficiency Present KPIs and metrics in a clear, concise, and easily digestible format for stakeholders Track and visualize KPI glidepaths to ensure alignment with end-of-year goals Qualifications Relevant Bachelor’s degree, or equivalent combination of education and training 3+ years of Program Management experience supporting business strategy, operations, and customer success Ability to manage multiple projects across varying geographic locations simultaneously Willingness to work in a strong cross functional environment Proficient in Microsoft Office or Google products Experience in Confluence, JIRA, Smartsheet, SharePoint, and Excel Excellent written and oral communication skills to explain complex problems to a vast audience Experience within the technology, automotive and/or electric vehicle industry (preferred) Possesses passion to provide exceptional customer service and ownership experience Excellent project management skills, clarifying and managing scope, structuring work, developing work plans, and engaging cross-functional partners effectively Equal Opportunity Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law. Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at [email protected]. Candidate Data Privacy Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services. Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions. Please note that we are currently not accepting applications from third party application services.