About 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.
Role Summary
Reporting to the Lead Program Manager, Learning & Development for Front-of-House Service, the Sr. Specialist, Field Training & Enablement plays a key role in coaching and developing Rivian's Service teams to ensure exceptional customer interactions and operational excellence. You will lead both onboarding and ongoing training for Service Front-of-House roles, ensuring team members are equipped to deliver seamless customer support across the Service Support Operations Center and a rapidly growing network of Service Centers. Additionally, you will support the delivery of Commercial and Service onboarding and role readiness programs, while coaching leaders to maximize team engagement, service performance, and customer satisfaction.
This role serves as a Rivian brand ambassador, working within the broader Commercial Learning and Development team and alongside key business partners to identify, analyze, shape , implement, evaluate, report on, and continuously improve our training programs. We are looking for someone with deep Service operations knowledge, experience in high-end customer service environments, and the ability to coach, influence, and advise stakeholders in a fast-paced, multi-unit service setting.
This role will be based out of a Service Center or the Service Support Operations Center in Plymouth, MI. Significant travel is required to support training facilitation and onsite coaching.
Responsibilities
Facilitate onboarding and enablement for new and existing Front-of-House Service team members, ensuring they are role-ready.
Deliver engaging training focused on service excellence, customer interactions, product knowledge, problem resolution, and operational processes.
Coach Service leaders on engagement strategies, team performance, and best practices to enhance customer experience and operational efficiency.
Partner with key stakeholders to analyze training needs based on service KPIs, customer feedback, and operational challenges.
Support the implementation of new training programs, ensuring alignment with Rivian's service strategy and customer-first approach.
Provide real-time coaching and mentorship during on-site visits, reinforcing best practices and addressing knowledge gaps.
Continuously assess and improve training materials to enhance the effectiveness of field training initiatives.
Deliver reporting on training effectiveness by creating detailed summaries, tracking learner progress in Learning Management Systems (LMS), and providing key insights to business stakeholders.
Qualifications
Ability to travel up to 30% of the time (max not average).
Strong background in service operations, customer experience, or training within the automotive or EV industry.
Experience coaching and developing teams in a customer-facing service environment.
Strong understanding of service workflows, appointment scheduling, customer resolution strategies, and front-of-house operations.
Proven ability to influence and drive performance across multiple service locations.
Ability to facilitate training sessions in a dynamic, hands-on setting.
Experience working with cross-functional teams to identify training needs and implement solutions.
Strong business acumen in service operations and customer engagement strategies.
Exceptional written, verbal, and interpersonal communication skills with a professional, positive, and engaging attitude.
Strong public speaking skills with the confidence to present and facilitate engaging discussions; training facilitation experience preferred.
Ability to work independently with self-direction while effectively collaborating across global, virtual teams in multiple time zones.
Strong experience in the automotive and electric vehicle industry required, with a background in technology or mobility solutions preferred.
Pay Disclosure
Salary Range/Hourly Rate for California Based Applicants: $107,800 - $146,500 (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.
Equal Opportunity
Rivian is an equal opportunity employer and complies with all applicable... For full info follow application link.
Equal Opportnity
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
[email protected].
