Manager, Service Support Programs

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 As the Manager of Service Support Programs, you are at the forefront of driving innovation to enhance the ownership journey and deliver a seamless service intake experience. In this role, you will lead, develop, and manage a team of Program Managers who are directly responsible for the service intake experience and ownership journey. You will partner with cross-functional team members that include Customer Service, Roadside, Alternative Transportation, Collision, Service, Charging, and more. You will be responsible for adapting to ever-changing business needs and supporting the development of processes that deliver a successful experience both internally and externally. Your day-to-day responsibilities will include supporting, coaching, mentoring, and inspiring your direct reports; providing guidance and feedback; and leveraging innovation to deliver a world-class ownership experience. Responsibilities Manage a team of Program Managers supporting their development and providing guidance on their programs and processes. Responsible for developing a vision for the outlook of Service Support Programs that supports Service profitability and establishing a Rivian-first mindset. Monitor the time and efficiency of the Program Management team, resolve bottlenecks, and establish clear pathways to success. Proficient in understanding analytics and the ability to communicate trends to both Senior Leadership and the greater team. Be an expert on Rivian policies, processes, and procedures. Collaborate with cross-functional stakeholders to develop and enhance organizational operational procedures. Be flexible in day-to-day tasks and have a firm understanding of prioritization. Act as the business owner for third-party Service Support tools, defining requirements, value cases, and ensuring they drive measurable improvements in customer experience and operational performance. Partner with Procurement, Legal, Finance, and vendor CSMs on purchasing, renewals, and professional services to align contracts, scopes of work, and Service Support Programs’ needs and budget. Additional tasks, programs, and projects as assigned. Qualifications Enthusiasm and passion for Rivian, coupled with a strong desire to oversee a team providing industry-leading service support. 5+ years of operational managerial experience Understanding of contact center software (Cloud Contact Center Systems, workforce management software, etc.) Must be able to expertly document, track, and report on department status with exceptional business acumen Strong analytical and structured problem-solving capabilities and confidence to present business recommendations Schedule flexibility to support the needs of the business Proven track record of exercising good judgment, strong decision-making skills, and 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 to perform at a high level Ability to travel up to 30% of the time Pay Disclosure The salary range for this role is USD $114,100 - $142,600 for Michigan based applicants. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs. 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. You can apply for this role through careers.rivian.com (or through internal-careers-rivian.icims.com if you are a current employee). This job is not expected to be closed any sooner than May 15, 2026. 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 candidateaccommodations@rivian.com. 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. Manage a team of Program Managers supporting their development and providing guidance on their programs and processes. Responsible for developing a vision for the outlook of Service Support Programs that supports Service profitability and establishing a Rivian-first mindset. Monitor the time and efficiency of the Program Management team, resolve bottlenecks, and establish clear pathways to success. Proficient in understanding analytics and the ability to communicate trends to both Senior Leadership and the greater team. Be an expert on Rivian policies, processes, and procedures. Collaborate with cross-functional stakeholders to develop and enhance organizational operational procedures. Be flexible in day-to-day tasks and have a firm understanding of prioritization. Act as the business owner for third-party Service Support tools, defining requirements, value cases, and ensuring they drive measurable improvements in customer experience and operational performance. Partner with Procurement, Legal, Finance, and vendor CSMs on purchasing, renewals, and professional services to align contracts, scopes of work, and Service Support Programs’ needs and budget. Additional tasks, programs, and projects as assigned. Enthusiasm and passion for Rivian, coupled with a strong desire to oversee a team providing industry-leading service support. 5+ years of operational managerial experience Understanding of contact center software (Cloud Contact Center Systems, workforce management software, etc.) Must be able to expertly document, track, and report on department status with exceptional business acumen Strong analytical and structured problem-solving capabilities and confidence to present business recommendations Schedule flexibility to support the needs of the business Proven track record of exercising good judgment, strong decision-making skills, and 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 to perform at a high level Ability to travel up to 30% of the time