Senior Engineering Manager/Director, 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.

Lyft is a global ecosystem of dynamic workplaces and we are thrilled to open a Prague-based tech hub in 2023. Our engineers and tech talent in the Czech Republic will help build the products and services that keep our riders and drivers coming back to our service each time. The Czech Republic has an incredible universe of engineering talent and a strong developer community, and we are so excited for the innovation that we are tapping into. 

You will be one of the first, and most critical hires in our Prague-based office. We hope you are energized by a combination of startup scrappiness and newness of opening a new site, while being backed by a big player in the US-technology and services market. Best of both worlds and two experiences in one! Come help us build this innovative hub and have key decision-making influence in the office infrastructure, organizational design and cultural pillars! 

The Customer Care engineering teams are responsible for providing best-in-class support experience through technology for all Lyft users, whenever and whatever the type of issue they are facing. Our products provide tooling, automation, and data-driven technology not only for support issue resolution automation but also for proactive detection and prevention.  The team has proven that the high-quality and proactive support is a retention lever for our valuable customers. Doing this for all lines of businesses, including rideshare, bikes & scooters and B2B Business, is not a simple task. 

As the Engineering Manager for Customer Care (Support) in Czechia, you will be responsible for leading the team that builds a suite of associate tools and platform for our support associates to provide efficient, reliable and high-quality experience to our customers from every line of business at Lyft. One of Lyft's long-term vision is to provide a consistent, unified experience and hospitality to all of our users on all of our platforms. This team contributes largely to the tooling vision, encompassing a contact routing system, ticket management system, and a suite of communication channels integrated into the extensible agent UI (email, phone, in-app messaging) – all running on Lyft infrastructure and databases.

Responsibilities:

• Lead a team of talented engineers who like to ship code and tackle hard engineering problems
• Mentor and guide the professional and technical development of your team members. Help develop their careers, and assign them to projects tailored to their skill levels, personalities, work styles, and professional goals
• Build teams that are collaborative, inclusive, and respectful of each other
• Provide continuous feedback, address underperformance, and recognize the individual strengths and contributions of your team members
• Create plans for prioritizing technical and resourcing challenges in your organization
• Maintain a balance between building sustainable, high-impact projects and shipping things quickly
• Instill a spirit of continuous improvement in the team’s code, architecture, and processes
• Work closely with the Lyft recruiting team to hire high potential candidates from diverse backgrounds
• Work with your engineers and/or product managers to maintain a prioritized backlog and create short term and long term goals
• Own your team’s deliverables and ensure we continue to ship scalable, highly-available products that delight our passengers and drivers
• Help your team build relationships across functions with Support, Marketing, Ops, BizDev, or other teams to ensure Lyft’s continuing success

Experience:

• 7+ years of industry experience as an Engineering Manager
• 3+ years of experience managing multiple, distributed teams
• You have a Bachelors or Masters in Computer Science
• You have a technical background and are able to contribute to planning and design discussions
• You are steadfastly focused on your customers, whether they are drivers, passengers, or other Lyft employees
• You have experience leading a team of engineers and guiding them through their career development
• You believe in building both teams and products that scale
• You enjoy working in a collaborative environment, and you’re committed to driving projects to completion creatively
• You can motivate and instill a strong sense of ownership in your team
• You have experience guiding teams through planning, prioritization, and execution of work
• You think ahead and build for the future

Benefits:

• Public Transportation allowance
• Mental health benefits