Service Quality and Containment Operations Manager

4 days ago

Plymouth, Michigan, United States Rivian Full time
About Rivian

Rivian is a pioneering company dedicated to creating emissions-free Electric Adventure Vehicles and attracting adventurous and environmentally conscious individuals to join our team.

We challenge conventional thinking, reframing old problems and seeking innovative solutions. Our diverse team shares a passion for the outdoors and a commitment to protecting it for future generations.

Role Summary

The Program Manager of Service Quality & Containment Operations will collaborate with cross-functional teams to enhance the execution of key deliverables. Key areas of focus include coordinating multiple projects, facilitating communication across departments, and monitoring/reporting team key performance indicators.

This role involves working 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.

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 teams
  • 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

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