Director, Service Intelligence & Tooling

Role Summary

Every vehicle already tells us a lot about its own health. Our job is to turn that signal into faster diagnoses, better repairs, and fewer surprises for owners. As Director of AI-Powered Diagnostics & Service, you will lead the teams building the intelligence layer between vehicle firmware, the cloud, and the technicians who keep vehicles on the road. You will shape how AI assistants, agents, and reusable skills can help technicians move from a fault code to a confident repair, across Rivian and Volkswagen Group vehicles.

Responsibilities

• Set the direction for AI-powered diagnostics and service tooling, including LLM assistants that help technicians reason through fault codes, service documentation, and repair history; agents that carry out multi-step diagnostic workflows across our tools; and reusable skills that capture diagnostic procedures once so they can be shared across tools and OEMs.
• Lead and grow a multi-disciplinary organization spanning cloud diagnostic tooling, in-vehicle diagnostic strategy, firmware diagnostic engines, and the product and program teams that connect them.
• Partner closely with Rivian and Volkswagen Group to tailor diagnostic and repair tools to each OEM's vehicle content and service requirements, while building a shared foundation that scales across both.
• Build diagnostic and repair tools that technicians rely on in service centers and factories, and make sure they solve the problems technicians face day to day.
• Connect vehicle state to service outcomes, making sure information flows from the vehicle to the repair action, and that the business sees the impact on turnaround time, first-time fix rates, and customer satisfaction.

Qualifications

Minimum Qualifications:

• 10+ years leading complex engineering and product organizations, including teams through growth and architectural change.
• Hands-on experience with agents, LLMs, and building AI-powered software.
• A track record of managing hardware-to-software product lifecycles.
• Experience working across organizational or partner boundaries, such as joint ventures or multi-OEM programs, and influencing roadmaps without direct authority.
• Strong product judgment, with a record of deciding what to build, what to defer, and how to measure whether a change made a real difference for technicians and vehicle owners.
• Customer centricity that starts with the people who use these tools every day, from technicians working in the bay to owners waiting on their vehicle.
• Strong stakeholder management skills, with a track record of aligning engineering, product, service operations, and OEM partners around a shared roadmap and clear priorities.
• Excellent communication skills, with the ability to explain complex diagnostic and AI tradeoffs to executives, engineers, and technicians alike, and to write clearly about direction and decisions.
• Background in vehicle systems, with working knowledge of how the electrical, electronic, and software architectures of modern vehicles fit together and how they behave in the service environment.
• A B.S. or M.S. in Electrical Engineering, Mechanical Engineering, Computer Science, or a related technical field.

Preferred Qualifications

• Experience with automotive OEM technical ecosystems, particularly vehicle diagnostic, service, or repair platforms.
• Experience bringing diagnostic and service tooling to global markets with varying connectivity and infrastructure.

Total Rewards

We build the exceptional - and we believe the people doing that work should be rewarded accordingly. In addition to a competitive base salary, full-time positions may be is eligible to participate in our annual company performance bonus program.

Payments are discretionary and not guaranteed; actual amounts depend on company results and the terms of the plan in effect, and require active employment at the time of payout. This role is also eligible for equity in the form of Restricted Stock Units (RSUs), subject to board approval and the terms of our equity incentive plans, including applicable vesting requirements.

In addition to our compensation programs, we invest in our people with a comprehensive benefits package designed to support the health, wellbeing, and financial future for full-time employees - including health coverage, retirement savings, time off, and family planning programs. Offerings vary by country. Learn more about our global benefit programs.

External candidates can apply for this role through the Rivian and Volkswagen Group Technologies careers site (https://rivianvw.tech/#careers). If you are a current employee, please apply through our internal job board.