Sr. Lead Program Manager, Field Service, Customer Experience

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.

As the Sr. Lead Program Manager for Service Experience, you are the architect of the Rivian customer journey within our service centers. This is a strategic role responsible for designing, standardizing, and continuously improving the front-of-house processes and on-the-ground experiences across our entire service network. This is not just an advocacy and support function; you will own the playbook for how we interact with our owners, ensuring every touchpoint is seamless, hospitable, and reflective of the Rivian brand. You will blend rigorous process design with a deep sense of customer empathy to build a service experience that is a true competitive advantage.

• Architect and own the end-to-end front-of-house service processes, including vehicle check-in, loaner vehicle management, repair communication standards, and active vehicle delivery.
• Develop and maintain a front of house playbook providing clear, standardized operating procedures (SOPs) for our field teams to execute with excellence.
• Partner with field leadership (Directors, Regional Managers, and Field Managers) to gather on-the-ground feedback and ensure all processes are scalable, efficient, and effective in a real-world environment.
• Collaborate with Digital Product and Technology teams to define business requirements for the tools and systems (e.g., appointment scheduling, communication platforms) needed to enable a world-class customer experience.
• Analyze customer feedback, NPS data, and operational metrics to identify systemic friction points and drive data-informed process improvements.
• Act as the central subject matter expert and advocate for the on-site customer experience within the broader organization, ensuring the voice of the customer is at the center of our operational design.
• Travel up to 30% or more, based on business needs.

This is what you'll need:

• 10+ years of experience in program management, process design, or customer experience strategy, preferably in a premium retail, hospitality, or service-oriented environment.
• A proven track record of designing and implementing scalable, customer-facing operational processes.
• Strong analytical skills, with the ability to translate customer data and feedback into actionable process improvements.
• Excellent communication and stakeholder management skills, with the ability to collaborate effectively with both field and corporate teams.
• Experience working with product and engineering teams to develop supporting technologies is a plus.
• Proficiency in Google Workspace, Lucidchart, Jira, Confluence, Tableau, Qualtrics, or other project management / data analysis software preferred.
• Bachelor's degree in a related field or equivalent work experience.

Salary Range/Hourly Rate: $125,000-$207,030 (actual compensation will be determined based on experience, location, and other factors permitted by law).

Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time and part-time employees, their spouse or domestic partner, and children up to age 26. Full Time Employee coverage is effective on the first day of employment. Part-Time employee coverage is effective the first of the month following 90 days of employment

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.

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.