Retail Test Drive Program Manager
Company: Rivian Automotive
Location: Irvine
Posted on: January 14, 2021
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Job Description:
We are looking for a seasoned customer experience leader with
experience designing drive programs in support of Retail. You will
build Rivian---s Retail test drive program, providing customers
with the opportunity to have a hands-on experience with our
products. These experiences will highlight vehicle performance and
EV education, tailored to be regionally specific. In this role you
own the development of the operational playbook for test drives and
KPI management as we measure customer satisfaction and program
success. You will be a part of Rivian---s Retail operations
leadership team and will lend support to other retail experiences.
THIS IS WHAT YOU---LL DO:Design site specific Retail test drive
experiences that optimize resourcing, staffing, and customer
engagementBuild the operational framework, best practices,
resources and tools necessary to deliver the best test drive
experience for Retail visitorsDevelop and own the Retail Test Drive
Playbook, while leveraging best practices from the other Rivian
test drive programsDefine the KPIs to be used by the team to
measure customer satisfaction and performance, and be prepared to
improve the program based on constant feedback loops build across
the Retail networkCollect, organize and analyze site level and
network data in order to create impactful reports that highlight
our use of assets and resources procured for this program Partner
with Learning and Development to create a scalable onboarding and
training plan for test drive leads on Retail teamsManage and
maintain compliance with all local, state and federal regulations
as well as Rivian company policies and procedures tied to vehicle
operation and transactionsCollaborate with all teams working in
support of customer transactions to amplify the transaction to
delivery journeyTHIS IS WHAT YOU---LL NEED:8 years in retail
operations/sales and/or experiential/brand marketing, or similar
fields, preferably in a direct to consumer business modelExperience
designing short-term customer experiences in multiple states (test
drive/ride experience preferred)Operations management experiences,
iterating programs over time based on dataExposure to the digital
product design process a plusAn obsessive approach to elevating the
customer experience and commitment to taking every opportunity to
over-deliver when it comes to delighting and interacting with our
community Possess an entrepreneurial mindset and apply a scrappy
and resourceful approach to everything you do. Solve problems and
overcome challenges with creativity and ingenuity.Experience
creating scalable best practices and playbooks. Proven ability to
drive process improvements across all areas managedAbility to
analyze data and report out findings that are actionable by both
business and technical teams.Ability to collaborate, interact and
influence cross-functionally and with leadership. Build
relationships through listening, integrity, and trust.Ability to
build and maintain relationships, solicit cooperation, and achieve
results through collaboration while managing multiple projects
simultaneously in a fast-paced, high-growth environment.
Outstanding verbal and written communication.Ability and
willingness travel up to 40% of timeTHIS IS WHERE YOU---LL
WORK:Department: RetailLocation: Irvine, CARivian 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. We operate development
centers in Plymouth, Michigan; Southern California (Irvine, Carson
& LA); Silicon Valley (San Jose and Palo Alto); Vancouver, British
Columbia; and Surrey, England; as well as a manufacturing facility
in Normal, Illinois. Rivian is an Equal Opportunity Employer and
Prohibits Discrimination and Harassment of Any Kind: Rivian is
committed to the principle of equal employment opportunity for all
employees and to providing employees with a work environment free
of discrimination and harassment. All employment decisions at
Rivian are based on business needs, job requirements and individual
qualifications, without regard to race, color, religion or belief,
family or parental status, or any other status protected by the
laws or regulations in the locations where we operate. Rivian will
not tolerate discrimination or harassment based on any of these
characteristics. Rivian encourages applicants of all ages.Irvine,
CA /Commercial --- Retail /Full Time
Keywords: Rivian Automotive, Irvine , Retail Test Drive Program Manager, Executive , Irvine, California
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