Program Manager, Systems and Tools

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

The Lyft Business and Lyft Media teams are revolutionizing how companies, brands, and organizations engage with the Lyft platform, shaping the way they view transportation and creating unique advertising opportunities.  We are solving big problems, and meeting the needs of our clients and their people, from employees to customers to advertisers, in a whole new way. We are committed to always delivering best in class customer service. Our work is fun, challenging and rewarding and we are looking for customer-focused team members passionate about solving problems and delighting our customers.

As a Program Manager on the Business Ops team, you will be responsible for developing and driving programs that support Lyft Business and Lyft Media’s long term goals. It requires a strong operations and/or program management background, experience working in a matrixed environment, ability to organize multiple stakeholders, teams and priorities, ability to understand and provide input during technical conversations with multiple engineering teams, and strong stakeholder management. To do that, you’ll need to build strong relationships with your sales teams and even stronger relationships with cross-functional stakeholders. The ideal candidate will be passionate about Lyft and its ecosystem, possess a relentless curiosity and excel at converting ideas into action.

Responsibilities:

• Proactively looks for opportunities to optimize or deprecate existing processes, enhance or improve customer service, take advantage of new functionality and maintain and troubleshoot existing systems
• Work directly with key sales leaders, sellers and cross-functional technical stakeholders to assess business needs, and design and launch programs that solve core operational issues
• Own program roadmap for various internal sales adjacent teams and sales leadership, proactively communicating progress and blockers to stakeholders and decision-makers
• Accurately scope out new programs and assess prioritization against other organizational initiatives
• Ensure on-time delivery of high quality projects and programs within each sales team
• Assess and manage stakeholder expectations and ensure key stakeholders and decision-makers are bought-in on key initiatives and milestones
• Understand the key metrics and OKRs defining program success and ensure leadership is provided the right information to make data-driven decisions
• Create scalable and standardized processes to support internal sales operations efforts
• Uncover opportunities to improve processes and reduce risks and blockers by collecting and synthesizing feedback from sales leaders, sellers, and cross-functional stakeholders
• Provide feedback on technical documentation and design proposals, ensuring the voice of sales and operations is considered in build designs
• Effectively partner with Product Management, Product Engineering, CRM Engineering, IT Corp Engineering, as well as non-technical stakeholders to drive progress on solutions that are scalable and in line with OKRs

 Experience:

• 5+ years experience in operations or program management, technical experience a plus
• Ability to work with a diverse range of people in a fast-paced environment including highly technical and non technical stakeholders including engineering, legal, finance, procurement, etc.
• Adept at diving into the weeds with technical teams, or on your own, to identify root causes of system bugs and effectively communicate and document the issue and resolution
• Highly adept at testing system changes with little to no guidance, writing UAT scripts that cover all applicable testing scenarios, and communicate necessary changes needed including timelines they are needed by to technical team
• Experience in building, launching and scaling programs 
• Ability to manage work and problem solve autonomously
• Well versed in google suite (docs, sheets, slides)
• Experience with a range of project management and sales tools (Salesforce required)
• Adept at maintaining positive stakeholder relationships while making and communicating tough decisions
• Understanding of agile project management a plus
• Start-up/tech experience preferred
• A deep connection to Lyft’s mission and core values

Benefits:

• Great medical, dental, and vision insurance options with additional programs available when enrolled
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• 401(k) plan to help save for your future
• In addition to