Product Guide III: Customer Experience Lead

Watershed

Calabasas (CA)

On-site

USD 67,184,000 - 74,612,000

Full time

14 days+

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Benefits offered by this job

Paid vacation

Paid sick leave

Insurance benefits

401(k) plan

Employee Stock Purchase Program

Job summary

Rivian in Calabasas, CA seeks a Product Guide III to be the face of the brand, delivering intuitive and engaging experiences from initial contact to vehicle delivery. You’ll build strong community relationships, lead demonstrations, and ensure exceptional service aligned with Rivian’s standards.

The role requires 2+ years in customer service or related fields, valid driver’s license, and flexibility to work nights, weekends, and holidays.

Qualifications

2+ years’ experience in customer service, automotive, clean energy solutions, field marketing, sales, education, or hospitality environment preferred.
At least 18 years of age.
Must be 21+ years of age to operate any Rivian vehicle.
High School Diploma, GED, or other recognized high school equivalency credential required.
Ability to work a flexible schedule to support customers on nights, weekends and/or holidays; ability and willingness to travel based on business needs to support other market launches and operations.
Experience using POS and CRM software preferred.
Working knowledge of Google Workspace with the ability to learn new tools quickly.
Must have a valid driver’s license in the state/province of residence that you will be driving/operating a vehicle (or state that you are commuting daily to/from).
No drug or alcohol related driving incidents in the last 3 years; No more than 1 serious moving violation in the last 3 years; No driving related suspensions or revocation of Driver License within a 3-5 year period; Will be subject to continuous Motor Vehicle Record (MVR) monitoring.
Must have or be eligible to obtain a sales license, notary license, and/or food handling certification (within the first 90 days of employment) if applicable in the state/province of your assigned work location.

Responsibilities

Welcome, engage, and educate customers, providing a positive and inclusive experience for everyone who visits; ensuring their needs are met, and their expectations are exceeded.
Responsible for achieving key performance indicators such as leads captured, lead capture rate, lead-to-drive rate, sales orders influenced, and customer experience (NPS & survey results).
Engage with Rivian customers and identify the unique needs to create an individualized experience including demonstration drives and customer deliveries.
Demonstrate a commitment to achieving commercial business objectives and supporting brand initiatives, including demand generation, lead generation, product deep-dives, gear demos, trip planning, food and beverage offerings, and community events.
Possess a high level of brand and product expertise, staying up to date on all required training and courses.
Maintain a strong knowledge of all tools, including POS (Point of Sale) and CRM (Customer Relationship Management) and actively leverage these platforms to generate leads and enhance customer experience.
Perform day to day operational duties, including event production and support, BOH upkeep, food & beverage support, general space upkeep, cleaning duties, and building or maintaining visual displays as necessary.
Relentlessly uphold retail, hospitality, and vehicle presentation standards, ensuring our locations always look and feel premium.
Take on additional projects, duties and assignments as required and/or by request from leadership.