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

　　Customer experience is at the forefront of how we create beautiful memories that our customers will love. We are looking for a proven leader to support our day-to-day operations across multiple customer contact center sites.

　　You will own the strategic planning and execution of onsite operations including customer pipelines management, scheduling customer deliveries, managing escalations, training, and coordinating with onsite managers to meet

　　customer and business needs. You will drive optimization and efficiency through data, and process refinement with a focus on first principles to surface bottlenecks and inefficiency, seeking a resolution at a root cause. You will need to possess strong written and verbal communication skills and have a proven track record of leading teams through engagement with an emphasis of collaboration and measurable success. You will need the ability to build

　　and affect culture through buy-in and persuasion. As a leader, you will be responsible for managing our locations to company objectives and priorities through strategic planning and tactical execution.

　　Responsibilities

　　Supervise and oversee team of customer pipeline managers and appointment schedulers to ensuring a precise and streamlined delivery process.

　　Create and set KPI goals to support operational initiatives

　　Responsible for managing headcount and budget for their Delivery Operations team

　　Thrive in difficult, complex and ambiguous situations; use a mix of prior experience and natural curiosity to build unique solutions to some of the toughest problems in automotive

　　Hire and develop strong talent with focus on a culture of support and accountability; set up managers and leads to be challenged and to succeed

　　Strong problem-solving capabilities to address issues at a root cause; encourage the team to surface issues and present solutions from within

　　Possess strong communication capabilities; responsible for delivering tough messages and encourages the team to excel despite obstacles

　　Provide escalation support for customers stepping in to de-escalate or recover as necessary

　　Work with senior leadership on creation of new processes and documentation as targets and volume scale with business growth; implement scalable initiatives to ensure a world-class customer focused operation

　　Utilize functional and technical experts to create a holistic view of initiatives and strategy, ensure all decisions and planning involves the right teams and stakeholders to ensure success

　　Enforce high fidelity in document execution to prevent errors and safeguard revenue

　　Work closely with cross-functional leaders to refine and adjust priorities in alignment with company goals and targets

　　Create clear tactics and action steps when developing high level strategy, coach team to success through a combination of open questions, effective listening, and accountability to both goals and the team success

　　Fulfill additional assignments and responsibilities as instructed by the leadership team

　　Qualifications

　　8+ years experience in leadership, pipeline management, and customer experience and/or sales cycle exp