Lead Program Manager, Learning & Development, Service Support - 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. 

The Lead Program Manager, Learning & Development, Service Support will play a key role in enabling Rivian’s growing Service operation and improving customers’ ownership experience. This role will work collaboratively with business leaders, cross-functional partners and frontline team members to design, develop, implement, evaluate and continually improve the learning and development programs for customer-facing Service roles. Areas of focus include new hire onboarding, role readiness certification and validation, customer service and soft skills, escalation management, technical product knowledge, troubleshooting and diagnostics, operational processes, systems and tools, on the job coaching, LMS administration and training measurement. This role will support the design and optimization of new and existing processes to improve role and task clarity, customer satisfaction, operational efficiency and team productivity. The ideal candidate has a proven track record adeptly navigating dynamic, fast-paced, and scaling organizations to continuously deliver results.

• Partner closely with business leaders and stakeholders to analyze the health of the business, team performance and KPIs to define current and future training needs
• Create learning proposals and project briefs outlining objectives, solutions, roles (i.e. RAPID, RACI), development timelines and measurement strategy
• Develop and maintain curriculum to onboard and continuously upskill customer-facing Service teams across topics including: new hire onboarding, customer service, product knowledge, troubleshooting and diagnostics, process, systems, and more
• Design, build and deliver blended learning experiences for modern learners via e-learning, instructor-led workshops, job aids, and other solutions
• Facilitate training in person, virtually and on-the-job while adjusting presentation style for audiences and roles from junior to senior levels
• Provide side-by-side feedback and coaching for frontline team members, including managers and supervisors
• Partner closely with project teams, stakeholders, and leaders to align and execute on new product, process and program roll outs
• Work closely with subject matter experts and leadership to develop and drive consistent program messaging and content
• Support the definition, implementation and continuous improvement of the end-to-end Service process (i.e. troubleshooting, service scheduling, vehicle intake, service updates, vehicle pick-up, and customer follow-up)
• Collaborate with cross-functional partners to define standards of excellence to train and certify frontline teams on
• Communicate organizational updates and build change management plans to give teams an understanding of what is relevant and important to their business
• Evaluate training effectiveness and provide detailed reporting to leaders and stakeholders
• Establish KPIs and evaluation protocols for tracking and improving internal training processes
• Be a “Multiplier” by cultivating relationships, building trust and credibility, delivering direct and timely feedback and effectively collaborating with cross-functional partners
• Serve as a strategic thought partner to stakeholders across Commercial, Field Service, Service Support, Digital, Learning & Development, People Partners, and Recruiting
• Travel up to 25-50% (max, not average)

• Bachelor’s Degree or equivalent experience required
• 4-6+ years in customer service learning and development
• Experience building and scaling training programs at a startup / tech / high growth company
• Deep knowledge of adult learning theory, instructional design, learning and development tools, and project management
• Excellent project management skills, clarifying and managing scope, structuring work, developing work plans, and engaging cross-functional partners effectively
• Proficient in CRM systems and tools such as Salesforce
• Superior facilitation, written, and verbal communication skills
• Ability to work independently, be self-directed, and collaborate seamlessly on global and virtual teams in different time zones
• Someone who happily embraces the pace and pressure of building a company from the ground up
• Maintains a positive, upbeat and professional attitude
• Must have a valid driver’s license
• 2+ years in people management (preferred)
• Experience as a customer service representative or customer service leader who can balance the need to drive corporate initiatives with empathy and change management sensitivity (preferred)
• Experience within the technology, automotive and/or electric vehicle industry (preferred)
• Proficiency in iWork, Adobe Creative Suite, Learning Management Systems, and Articulate Rise (preferred)

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.