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.
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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 intuitive, innovative, and beautiful moments that our customers will love. We strive to understand and predict our customers’ needs, behaviors, and emotions, leveraging these insights to inform the design of compelling experiences across every touchpoint throughout their journey with Rivian.
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The Customer and Product Escalations Manager will be the focal point for all customer owner and product-related escalations. Their primary goal will be to oversee end-to-end resolution of escalated issues, providing a seamless and satisfactory experience to our customers. This role will be responsible for building out/refining the process and procedure.
Responsibilities
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- Customer Escalations: The team will receive and address all escalated concerns, complaints, and inquiries from customers, ensuring a prompt and empathetic response. \n
- Product Escalations: They will collaborate with relevant teams to investigate and resolve product-related issues, aiming for quick resolutions while maintaining product quality and safety standards. \n
- Vehicle Repurchase Program: Serve as program SME and perform, track, and report on day to day operations of: 7-day vehicle returns, goodwill repurchases, goodwill repurchase and replacements, and internal vehicle returns. \n
- Lemon Law Repurchases: The team will handle all aspects of lemon law repurchases, including documentation, communication with legal teams, and customer compensation if required. \n
- Process Improvement: Continuous evaluation and improvement of escalation procedures to enhance efficiency and customer satisfaction. \n
- Cross-Departmental Collaboration: They will work closely with various departments such as CEC, Service, and Legal to ensure a coordinated and effective resolution process. \n
- Analyze escalation complaint data, report on trends to the business, and make recommendations to improve processes. \n
- Ensure feedback loops / coaching data is shared on trends back to cross functional teams to help improve product and experience (and reduce Escalations if possible) \n
- Owns the creation and upkeep of SOP's related to customer and product escalations \n
Qualifications
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- Demonstrated experience in customer service or a related field. \n
- Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders. \n
- Strong problem-solving abilities with a track record of successful issue resolution. \n
- In-depth knowledge of Rivian customer journey, purchasing process \n
- Ability to navigate difficult customer conversations \n
Equal Opportunity
\nRivian 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.
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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.
\nCandidate Data Privacy
\nRivian 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.
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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.
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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.
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Please note that we are currently not accepting applications from third party application services.