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. 

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.

Customer Service is at the forefront of how we create intuitive, innovative, and memorable moments that surprise and delight our customers. We strive to understand and predict our customers' needs, behaviors, and emotions. We gather insights that inform our experiential design, physical spaces, and the digital tools that come together to shape every customer interaction with our brand. In this position, you contribute to many evolving Customer Service Programs at Rivian; delivering on our mission to Keep the World Adventurous Forever.

Specifically, you will contribute to projects that scale Rivian’s Knowledge Base, a digital tool with both internal and external applications. Internally, Knowledge Base is a rapidly expanding reference library used by customer-facing teams across Rivian’s inbound channels (email, social, chat, phone, retail). Externally, a version of Knowledge Base is publicly accessible via our website’s Support Center. In this role, you will support content creation, organization, road mapping, and strategy. You will also support scaling the Knowledge Base program across internal teams and into new markets.

Reporting to the Program Manager of Knowledge Base, you will write educational content for internal and external audiences; participating in each assigned project end to end. Much of this role will involve collaborating with subject matter experts across the company to validate and package new information for customer consumption. Often, the role will require you to distill technical concepts for internal and public consumption. Strong candidates will be able to synthesize information and feedback from partner teams to create compelling written content. This content will be viewed through a strategic lens, deliberating on when and how we share new Rivian content.

These projects also include documentation of business requirements, maintenance of project schedules, collaboration with key stakeholders, participation in functional requirement and design review. You will be expected to follow Rivian’s project governance standards and ensure sign off is obtained for each phase of your projects. You may also participate in RFP process and demos of 3rd party solutions as needed. You will assist in leading Customer Service testing plans by triaging bug defects and following the defined testing cadence including smoke testing and end to end testing in coordination with each relevant department. Scaling our Knowledge Base programs will involve intense collaboration, aligning stakeholders across internal teams, and delivering content against tight timelines. 

 

Responsibilities

  • Write educational content for internal and external audiences
  • Triage, organize and prioritize needs for new content, participate in keeping content calendars up to date
  • Create project timelines, communicate milestones and cadence for reviews for new content
  • Effectively gather and document business requirements for various size projects
  • Participate in various stages of project management: define, design, build, deploy
  • Participate in end-to-end testing, executing smoke tests, root cause analysis, and reporting defects in a clear and concise manner
  • Partner with training, Customer Service and Retail to ensure they are informed prior to the release of new content
  • Drive projects across stakeholder groups, proactively seek feedback, drive consensus, and make recommendations

 

Qualifications

  • 3+ years project management experience
  • 3+ years Customer Service experience
  • Exceptional project management skills
  • Excellent written and verbal language skills in English, bilingual a plus
  • Experience writing content across channels (social, web, long-form, educational)
  • Experience using project management software a plus
  • Global experience as a content manager (educational or brand) a plus
  • Experience with learning management systems, curriculum design a plus
  • CRM experience, Salesforce preferred
  • Ability to work in a fast-paced environment
  • Ability to travel up to 40% of the time
  • Content localization experience a plus
  • Translation vendor management a plus

Equal Opportunity

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.

Privacy

We take your privacy seriously. For details please see our Candidate Privacy Notice.

Apply for this Job

* Required
  
When autocomplete results are available use up and down arrows to review
+ Add Another Education


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Rivian Automotive are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.