Retail Test Drive Program Manager

Company: Rivian Automotive
Location: Irvine
Posted on: January 14, 2021

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

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