Riv-Level: 6
Location: 40 Parker, Irvine, CA 92618
Rivian is seeking a proven, results-oriented leader to lead our Ownership Loyalty Program (OLP) in Irvine. The Manager of Inside Sales will initially lead an Associate Manager and approximately 10 advisors who engage current Rivian lessees beginning up to 12 months before lease maturity. The mission is straightforward: retain these customers through their next Rivian order and delivery.
The team will nurture customers throughout their decision journey, understand their future vehicle needs, review their overall Rivian experience, identify challenges early, coordinate solutions, and guide them toward their next Rivian.This leader will be accountable for achieving quarterly sales and delivery targets and driving the key performance indicators that produce those outcomes. This is a hands-on role: the Manager is expected to lead from the front by strategically engaging directly with customers, supporting complex or high-value opportunities, demonstrating effective sales behaviors, and helping the team close business.
At its core, this is a sales leadership position, but success requires much more than achieving a target. The Manager must develop leaders, inspect execution, analyze data, forecast demand, improve customer journeys, build executive reporting, plan future headcount, and use AI and automation where appropriate.
The Manager will report to the Director of Inside Sales, manage a seven-day operation, and partner with Inside Sales leaders in Irvine, Normal, and Atlanta and cross-functional teams across the business. As the organization evolves, the scope may expand to include additional Inside Sales teams, programs, and current or future sites.
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Lead all aspects of the Ownership Loyalty Program, including strategy, daily operations, customer retention, pipeline management, sales and delivery performance, and the customer experience.
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Initially lead, coach, and develop the OLP Associate Manager and approximately 10 advisors, establishing clear expectations, accountability, and a culture of high performance and continuous improvement.
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Manage customer pipelines beginning up to 12 months before lease maturity, ensuring timely and relevant engagement while reviewing each customer’s Rivian experience and coordinating solutions to challenges that could affect retention.
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Own quarterly sales and delivery targets, accurate forecasting, and the key performance indicators that drive results, including calls, contacts, response time, pipeline activity, sales per hour, conversion, retention, orders, and deliveries.
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Maintain a disciplined operating rhythm that includes morning meetings, pipeline and CRM inspections, call and note reviews, sales roundtables, skip-level meetings, coaching, performance reviews, minimum production standards, and recovery planning.
Lead from the front by strategically engaging directly with customers and supporting complex, escalated, high-value, or time-sensitive opportunities. -
Own OLP dashboards and weekly, monthly, and quarterly executive reporting; forecast headcount needs six to 12 months in advance; and lead recruiting, interviewing, hiring, onboarding, employee development, and performance management in partnership with Human Resources.
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Partner with Training, Field Sales, Delivery, Service, Customer Support, Finance, Remarketing, Sales Operations, and Inside Sales leaders in Normal and Atlanta to resolve customer issues, improve automated email and SMS journeys, and use AI and automation wherever appropriate to increase customer engagement, advisor productivity, operational efficiency, and conversion.
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5+ years of experience in sales or customer-facing operations, including at least two years of people-leadership experience; experience leading frontline leaders or Associate Managers is strongly preferred.
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Contact-center leadership and direct-to-consumer or comparable high-volume consumer sales experience are required, including experience managing phone-based or digital sales teams.
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Proven ability to achieve sales targets while directly engaging customers, coaching sales behaviors, inspecting execution, and managing pipeline, forecasting, conversion, productivity, and retention metrics.
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Demonstrated experience recruiting, interviewing, hiring, developing, and managing employee performance, including corrective action when required.
Salesforce or other CRM experience is required, including the ability to inspect opportunities, customer activity, pipeline stages, notes, next steps, and reporting. -
Advanced proficiency in Microsoft Excel or Google Sheets and PowerPoint or Google Slides, with experience using project-management tools, building dashboards, analyzing performance, and preparing executive business reviews, memos, and presentations; practical experience using AI and automation to improve work is strongly preferred.
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Strong analytical, written, verbal, presentation, and cross-functional influencing skills, with the ability to translate complex data and customer trends into clear insights and action plans.
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Automotive, electric-vehicle, lease-retention, or loyalty-program experience is preferred but not required; ability to obtain and maintain local sales licenses if applicable, work a flexible schedule based on the needs of a seven-day operation, and travel up to 25%.
Physical Requirements
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This is an in-office position that requires daily on-site presence to support collaboration, real-time coaching, hands-on leadership, and a best-in-class customer experience, including working in a full-service retail center or unpredictable weather conditions.
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Physical exertion may be required to perform occupational tasks, including sitting for two or more hours at a time, standing for up to eight or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 pounds.
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Frequent use of hands for grasping, using tools, entering data, writing, and calling customers or internal partners, along with the ability to see, read, and interpret governmental regulations, safety rules, operating instructions, performance reports, and customer records
