Workforce Management Analyst, Service Support Operations

Role Summary

Customer Service is at the forefront of how we create intuitive, innovative, and beautiful moments that our customers will love. To ensure our teams can continue to provide white glove customer support to our communities, we have to continually innovate and iterate our customer service platforms and systems to keep up. This can range from improving existing systems to also discovering a new way to enhance our internal team’s experience so they can focus on providing the level of Rivian Customer Service we’ve created.

Your primary day-to-day responsibilities will include supporting our teams within the Customer Engagement Center. You will be our direct connection to our partner teams, ensuring any blockers that prevent a Guide or customer from completing any spot in the purchase process. Your efforts will help us improve team productivity, identify gaps in our business and how to thoughtfully enhance our relationship with customers.

Responsibilities

• Operates as sales liaison between Guide team and cross-functional transaction partners to help resolve potential blockers, troubleshoot issues and manage milestones to ensure timely vehicle delivery of customers
• Monitoring and analyzing customer readiness to purchase
• Escalate VINS or Customer orders that fall outside of our purchase and delivery SLA
• Knows who to go to for assistance or resolution during any step of the purchase process and acts as a primary contact for our partner teams
• Payment operations: deposit checks, provide third-party lending support, reconcile payment of third-party payments, title applications for Rivian Financing Services/Chase, confirm payment received 24 hours in advance of out-of-state deliveries, resolve errors when the payment fails or is not matched to the right order
• Purchases operations: issue payment refunds and perform payment status follow-ups, register business vehicles when they’ll be used by individuals, send ad-hoc invites to Rivian Shop, perform proof of insurance verification, (re)send Purchasing Buyers Agreement when necessary, due bill approvals if/as necessary
• Spearhead the customer engagement team’s soft-lead intake process and work closely with Guides to ensure that leads are followed up on.
• Liaise with and support the Revenue Accounting team: Ensure payments successfully go through and are matched with the right order

Qualifications

• 3-5 years’ experience in customer experience and partner support experience
• Must be able to foster strong partnerships with cross-functional internal partners; Insurance, Finance, Title & Registration, Payments, etc.
• Deep understanding of a consumer’s vehicle purchase process
• Ability to pivot quickly to complete tasks as necessary
• Capacity to manage multiple deadlines or competing escalations in an effective manner
• Ability to effectively communicate analyzed information to support and partner teams
• Experience with systems similar to Salesforce Service Cloud, Tableau, AWS (AmazonConnect, SmartSheet)
• Excellent time management and thrives in fast-paced environments
• Must have clear and concise written and verbal communication skills
• May be required to work on multiple initiatives at once while managing shifting priorities
• Must be a team player
• Excellent organizational skills and attention to detail
• Occasionally requires nights/weekend work.
• Willing and able to work within a 7-day workweek, including holidays, with additional flexibility during busier times of the year
• Willing and able to travel up to 10%

Pay Disclosure

The salary range for this role is USD 63,300-79,100 for Michigan based applicants. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs. The successful candidate may be eligible for annual performance bonus and equity awards.  We offer a comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees. You may also have the opportunity to participate in Rivian’s 401(k) Plan and Employee Stock Purchase Plan if you meet certain eligibility requirements. Full-time employee coverage is effective on their first day of employment. Part-time employee coverage is effective the first of the month following 90 days of employment. More information about benefits is available at rivianbenefits.com.  You can apply for this role throughcareers.rivian.com (or through internal-careers-rivian.icims.com if you are a current employee). This job is not expected to be closed any sooner than October 30,2026.