What are the responsibilities and job description for the Employee Experience Specialist position at Rivian?
At Rivian, we support our people by running the business of HR effectively—using tech-forward design to deliver seamless, scalable services that make work easier. As an Employee Experience Specialist, you are a primary touchpoint ensuring a positive employee experience. You will manage inquiries via ServiceNow, chat, and in-person walk-ups to resolve foundational needs on the spot and intelligently triage complex cases to our Employee Experience Partners and COEs (Centers of Excellence). Through this work, you will also translate data and inquiry trends into actionable content. You will build and refine the self-service resources that empower our workforce to find answers instantly, making our support model more scalable and effective.
Empathetic Resolution: Serve as the primary human touchpoint for basic benefits, payroll, policy and general HR inquiries. You’ll manage the full case lifecycle—from triage to final resolution—ensuring complex topics are simplified into clear, "human" language so every employee feels heard and supported.- Operational Excellence: Meet and exceed quality standards (SLAs and CSAT) while maintaining strict confidentiality. You don’t just hit metrics; you drive the quality of our responses to ensure a world-class service delivery model.
- Content Advocacy: Actively build and maintain our "Open Access" self-service portal resources. You will write, edit, and audit knowledge base articles and chatbot responses, turning daily insights into scalable resources that empower employees to find answers instantly.
- Data Stewardship: Maintain high data acumen by accurately tracking case trends and transaction records in Workday and ServiceNow. You will use this data to flag recurring issues and propose the process or automation improvements that make work easier for everyone.
- Seamless Escalations: Partner closely with Tier 2 COEs (LOA/ADA, Talent, Rewards, and Performance). When a case requires a specialist, you ensure it is transitioned with full context and documentation, maintaining a frictionless experience for the employee.
- Lifecycle Support: Execute critical "moments that matter," including onboarding (I-9s, background checks), job changes, and offboarding. You’ll ensure every transaction is handled with the urgency, accuracy, and compliance Rivian requires.
Experience: 2 years in HR Shared Services, People Operations, or a high-volume customer-centric environment.- Technical Fluency: Hands-on experience with Workday and ServiceNow (or similar HCM/ticketing systems) is strongly preferred. You should be comfortable navigating complex systems to research and process transactions.
- Writing & Communication: Exceptional verbal and written skills. You can take a complex policy and simplify it for a knowledge base resource or a quick chat response.
- Analytical Mindset: You are self-motivated to find root causes. If you see a trend in the data, you take the initiative to solve it at the source rather than just closing the ticket.
- Bias for Action: You thrive in fast-paced, sometimes ambiguous environments. You can prioritize a walk-up while managing a chat queue without losing your attention to detail.
- Education: Bachelor’s degree in HR, Business Administration, or equivalent experience preferred.
- Bonus: Experience with Knowledge Base Authoring or Technical Writing, Familiarity with Payroll/Benefits Cycles