24/7 Service Support Operations Leader
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Benefits offered by this job
Job summary
Rivian is seeking a Manager, Service Support to lead the 24/7 Service Support Operations Center in Plymouth, MI. You will guide Advisors and shift Supervisors, ensuring best-in-class customer ownership experiences, coordinating with internal and external partners, and driving process improvements across the service intake lifecycle.
You will report to the Sr. Manager, Service Support Operations, develop roadmaps, and present quarterly reviews, while ensuring KPI targets and SLA commitments are
Qualifications
- 5+ years of operational managerial experience providing remote technical support or automotive call center experience preferred.
- Experience with call center software such as Amazon Connect and workforce management tools.
- Ability to document, track and report on program status with strong business acumen.
- Excellent communication skills and ability to present recommendations.
- Strong analytical and structured problem-solving capabilities.
- Self-starter who can solve challenging problems with minimal guidance.
- Experience collaborating with technical specialists and customer service professionals.
- Passion for delighting customers and motivating teams.
Responsibilities
- Oversee the 24-hour Rivian Service Support Operations Center in Plymouth, MI including the Advisors and leadership team.
- Lead, support and guide Service Support staff to deliver top-tier customer service in a 24/7 environment.
- Evaluate performance using KPIs and identify training needs.
- Be the on-site point person for leadership, communicating opportunities and trends.
- Identify tools, resources, and training needs to improve the service experience.
- Develop and present quarterly business reviews to Service Operations Leadership.
- Ensure contact center processes align with Rivian objectives, SLA and KPIs.
- Develop strategic initiatives for Service Support operations.
- Become a subject matter expert on Rivian systems for service intake lifecycle.
Skills
Tools
Job description
Rivian is seeking a Manager, Service Support to lead the 24/7 Service Support Operations Center in Plymouth, MI. You will guide Advisors and shift Supervisors, ensuring best-in-class customer ownership experiences, coordinating with internal and external partners, and driving process improvements across the service intake lifecycle.
You will report to the Sr. Manager, Service Support Operations, develop roadmaps, and present quarterly reviews, while ensuring KPI targets and SLA commitments are
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