About Us:
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:
The Lead L&D Program Manager, FOH Service, drives transformation, change adoption, and ongoing skill mastery for Rivian’s customer-facing Service teams throughout their employee lifecycle—starting after initial onboarding and continuing through advancement and transitions through role.
As a senior member of the Commercial Learning and Development team, this leader collaborates closely with senior business stakeholders, operational leaders, and cross-functional L&D teams to proactively identify learning needs, direct timely content delivery, and ensure both Field and Inside Service team members are fully prepared to perform their roles effectively.
Deep knowledge of service operations, experience in customer-facing environments, and the ability to train and coach others are essential.

Responsibilities:

• Program manage training initiatives and process changes for Service teams by overseeing design, coordination, delivery, and adoption across Retail Service Centers and customer engagement channels.
• Partner with Service Operations and Learning Experience Design (LXD) teams to coordinate and sequence training, ensuring Service teams receive the right information at the right time for operational effectiveness and customer satisfaction.
• Analyze service performance, engagement, and operational data to proactively identify skill gaps and opportunities for training or upskilling, leading the design and delivery of “art-of-the-role” programs (e.g., service excellence, customer resolution, workflow mastery).
• Serve as the strategic L&D liaison to Service leadership, acting as the communication channel for evolving training and development needs. Facilitate monthly stakeholder meetings, provide regular L&D updates, lead quarterly recaps, and manage intake and progress reporting.
• Develop and deliver ongoing learning experiences for FOH Service teams, such as Virtual Instructor-Led Trainings (VILTs), skill sprints, or coaching sessions, ensuring that learning is aligned to business goals and service quality metrics.
• Collaborate with Onboarding and Enablement partners to integrate process and program updates into onboarding experiences, supporting effective transitions and enhanced readiness for new and existing team members.
• Monitor, schedule, and advise stakeholders on the cadence and pacing of new Service training content, managing the master learning calendar to optimize change adoption and minimize disruption.
• Co-lead manager capability development in partnership with Leadership L&D, serving as subject matter expert for Service management skills and facilitation of leadership growth experiences.
• Foster cross-functional partnership with People teams, Centers of Excellence, and other business units to ensure training aligns with the broader operational environment, including systems, tools, and resources used by Service teams.
• Implement robust measurement strategies for all Service training initiatives, reporting on key metrics—such as participation, adoption, effectiveness, and feedback—to support continuous improvement and business alignment.
• Build trust and champion a learning culture that supports collaboration, operational readiness, and service excellence.
• Demonstrate flexibility and adaptability as Service business needs and team structures evolve.

Qualifications:

• Bachelor’s degree or equivalent experience; 5+ years in training, enablement, or service operations roles (automotive, EV, or related industries preferred).
• Extensive experience designing and facilitating training in dynamic, customer-facing service environments.
• Proven ability to influence, lead, and develop Service teams across multiple locations.
• Strong business acumen in service operations, workflow management, and customer engagement.
• Excellent written, verbal, and interpersonal communication skills with professional, upbeat presence.
• Skilled in delivering impactful presentations and group facilitation.
• Ability to work both independently and collaboratively with remote and cross-functional teams.
• Tech-savvy, proficient in business systems and applications (Mac OS X, Windows, Microsoft Office, Google Suite, etc.).
• Willingness and ability to travel regularly to support onsite training and coaching.

Company Statements:

• Program manage training initiatives and process changes for Service teams by overseeing design, coordination, delivery, and adoption across Retail Service Centers and customer engagement channels.
• Partner with Service Operations and Learning Experience Design (LXD) teams to coordinate and sequence training, ensuring Service teams receive the right information at the right time for operational effectiveness and customer satisfaction.
• Analyze service performance, engagement, and operational data to proactively identify skill gaps and opportunities for training or upskilling, leading the design and delivery of “art-of-the-role” programs (e.g., service excellence, customer resolution, workflow mastery).
• Serve as the strategic L&D liaison to Service leadership, acting as the communication channel for evolving training and development needs. Facilitate monthly stakeholder meetings, provide regular L&D updates, lead quarterly recaps, and manage intake and progress reporting.
• Develop and deliver ongoing learning experiences for FOH Service teams, such as Virtual Instructor-Led Trainings (VILTs), skill sprints, or coaching sessions, ensuring that learning is aligned to business goals and service quality metrics.
• Collaborate with Onboarding and Enablement partners to integrate process and program updates into onboarding experiences, supporting effective transitions and enhanced readiness for new and existing team members.
• Monitor, schedule, and advise stakeholders on the cadence and pacing of new Service training content, managing the master learning calendar to optimize change adoption and minimize disruption.
• Co-lead manager capability development in partnership with Leadership L&D, serving as subject matter expert for Service management skills and facilitation of leadership growth experiences.
• Foster cross-functional partnership with People teams, Centers of Excellence, and other business units to ensure training aligns with the broader operational environment, including systems, tools, and resources used by Service teams.
• Implement robust measurement strategies for all Service training initiatives, reporting on key metrics—such as participation, adoption, effectiveness, and feedback—to support continuous improvement and business alignment.
• Build trust and champion a learning culture that supports collaboration, operational readiness, and service excellence.
• Demonstrate flexibility and adaptability as Service business needs and team structures evolve