Service Delivery Manager Jobs in Tennessee

Address:Nashville: 500 Skyline Blvd, Nashville, TN 37209

• Execute strategies to support the organization in achieving revenue targets and market share growth.

• Establish and monitor key performance indicators (KPIs) to evaluate team performance and identify areas for improvement.
• Provide leadership and guidance to the local field team, fostering a culture of high performance, accountability, and continuous improvement.
• Clearly and consistently communicate goals, linking these goals to site, market, and org-wide target achievement and employee performance.
• Partner with cross-functional teams to understand and articulate customer preferences, market demands, and inventory management.
• Ensure a high level of customer satisfaction through their team’s timely and effective communication, superior product knowledge, and ability to provide exceptional customer education and conversion support at any point in the end-to-end customer journey.
• Implement and enforce disciplined execution of standard operating procedures to ensure customer and employee experience is consistent.
• Continuously seek opportunities to enhance operational efficiency and cost-effectiveness.
• Keep a pulse on the local market, tracking and reporting on business trends across local cohorts to better inform the business.
• Export Rivian’s culture and values to our teams and customers, ensuring they are upheld by our team members and reflected in our operations.
• Collaborate with the Retail Manager to meet or exceed goals, implement process improvements, and optimize daily operations.
• Work with the cross-functional partners to plan and execute activations, events, and strategies that drive brand awareness, traffic, product education, lead generation, demand generation, retention, and conversion.
• Lead the implementation of processes that enable team members to seamlessly move a customer through the funnel, leveraging our customer-facing platforms and internal tools.
• Support various special events and new site openings across the commercial organization as needed.
• Uphold site operations and standards for both front of house and back of house.
• Perform keyholder location opening and closing duties and ensure policy & procedure are followed; duties include completing operational checklists, leading team huddles, and writing daily business recaps.
• Execute day to day operational duties, back of house upkeep, food & beverage support, shipping and receiving duties, general space upkeep, cleaning duties, and building or maintaining visual displays, and events as necessary.
• Ensure any site(s) within purview maintain compliance with all local, state, and federal regulations, and Rivian company policies and procedures.
• Take on additional projects, duties and assignments as required and/or by request of commercial leadership.

• 4+ years experience in Sales, Retail, Hospitality or similar fields highly preferred (top tier, premium brands, direct to consumer models, commission-based environments and/or automotive experience a plus).
• At least 21 years of age.
• High School Diploma, GED, or other recognized high school equivalency credential required.
• 1+ years experience in leadership preferred, with a proven ability to lead and develop high-performing customer-facing teams.
• Ability to work a flexible schedule including nights, weekends and/or holidays; ability and willingness to travel up to 25% based on business needs.
• Extensive experience with P&L, POS and CRM software.
• Expertise in human resources, including recruiting, hiring, onboarding, payroll, and performance management preferred
• Comfortable operating large, high performance vehicles and conducting demo drives with customers.
• Must have a valid driver’s license in the state of residence that you will be driving/operating a vehicle (or state that you are commuting daily to/from) and possess an exceptional driving record; If driver’s license isn’t in the appropriate state, you must be eligible to obtain one within the first 60 days of employment.
• No drug or alcohol related driving incidents in the last 3 years; No more than 1 serious moving violation in the last 3 years; No driving related suspensions or revocation of Driver License within a 3-5 year period. Will be subject to continuous Motor Vehicle Record (MVR) monitoring.
• Ability to obtain and maintain local sales licenses, if applicable.

• Willingness to work in various working conditions including being in a full service retail location or service center, including working outdoors and operating vehicles in unpredictable weather conditions.
• Physical exertion may be required to perform occupational tasks (sitting up to 2 or more hours at a time, standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).
• Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners.
• Strong understanding of written and spoken English.
• Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.

• Strong analytical skills and proficiency in utilizing data and metrics to develop strategies and drive results.
• Highly motivated and goal-oriented, with a focus on achieving and exceeding KPIs.
• Excellent written and verbal language skills in English, additional languages a plus.
• An obsessive approach to elevating the customer experience and commitment to taking every opportunity to over-deliver when it comes to delighting and interacting with our community.
• Possess an entrepreneurial mindset and apply a scrappy and resourceful approach to everything you do. Solve problems and overcome challenges with creativity and ingenuity.
• Ability to build and maintain relationships, solicit cooperation, and achieve results through collaboration while managing multiple projects simultaneously in a fast-paced, high-growth environment.
• Skilled use of project management tools and well versed in memo and presentation building; Confluence, Smartsheet, Google Workspace, and MS Office suite.