Senior Manager, Analytics, Safety & Customer Care

At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

As the Senior Manager, Analytics, Safety & Customer Care (SCC) you will lead and develop an Analytics team committed to building a data-driven culture in SCC that gives our leaders the ability to make both better and faster data-driven decisions. You will prioritize and create the analytics strategy, vision, and create the roadmap while ensuring that the team has all the necessary tooling and infrastructure to perform their work. You will be responsible for building and executing on an analytics roadmap, as well as empowering self-service analytics across the organization. In this role, you will also build critical relationships with both Product, Eng & Ops leaders and cross-functional stakeholders to ensure that we are consistently delivering what the organization and our partners need.

This role is for a self-starter and problem solver with incredible ability to influence senior leaders and work cross-functionally with nearly all teams. To be successful, you must have strong business acumen, be able to develop future leaders, think strategically, and be able to translate complex data into insights and actions. This role will report directly to the VP of Safety & Customer Care.

Responsibilities:

• Develop a clear and compelling vision for how analytics can contribute to the success of the organization.
• Create a strategic roadmap outlining the direction and priorities for the analytics function.
• Ensure that the analytics team maintains high technical standards and rigor in their work, including data analysis and modeling.
• Build a high performing analytics team. Recruit and hire top talent, develop team members' skills through training and mentorship, and foster a culture of excellence that values continuous improvement and high performance. 
• Foster an inclusive, collaborative and innovative work environment, encouraging knowledge sharing and continuous learning within the team.
• Own all Safety & Customer Care-related data, insights, and reporting.
• Collaborate with each of peer teams [Core support, Specialty Support & Emerging Business ops, Product, and Data Science] to improve our customer’s safety and experience; be known for fostering strong relationships across functions and within 
• Develop a centralized data management for SCC that is both reliable and scalable while powering the right SCC OKRs, & scorecard and ensure that data pipelines and other key sources of data are optimized
• Plan and drive implementation of new programs, processes, and systems to improve execution and productivity across teams
• Oversee and execute on an analytics roadmap that includes the design and development of frameworks, visual dashboards, and other decision-making tools that allow the analytics team and other leaders to generate insights about the business and make better decisions

Experience:

• Bachelor's or Master's degree in Data Science, Analytics, Statistics, or a related field.
• 7+ years of analytics leadership experience in a fast-growth environment, technology company, management consultancy, and/or similar professional environment
• Experience managing a team of managers and analysts
• Experience being highly collaborative with cross-functional stakeholders, including managing through disagreements and executing large scale projects
• Willingness to challenge the status quo and lead innovation and change
• Proven ability to track, prioritize, and drive multiple concurrent projects to success. This position is expected to utilize data and metrics to communicate needs
• Excellent communicator in written and verbal form, including comfort with presenting to senior executives on a regular basis
• Ability to work well with executives and exert influence across multiple levels and multiple functions of an organization
• Understand the dynamics of a two-sided marketplace and the operations that power it
• Passion for teaching others analytical frameworks along with technical skills
• Proven analytical background (Expert level SQL skills required) and modeling skills. Excellent data visualization skills using tools like Tableau, Mode Analytics, or similar.

Benefits:

• Great medical, dental, and vision insurance options
• Mental health benefits
• Family building benefits
• In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, ad