Program Manager, Support System Architecture

At Lyft, our mission is to improve people’s lives with the world’s best transportation. Lyft is looking for an experienced candidate to join our Safety & Customer Experience team as a Support System Architecture Manager. Our Support team is responsible for providing a best in class experience to our Riders and Drivers

This individual is responsible for building, maintaining, and scaling our internal Support System Architecture. You will work across a diverse tooling stack that enables us to communicate in both synchronous and asynchronous channels.

This role will report to the Senior Manager of Emerging Businesses and will support the entire support ecosystem.

Why you'll want this role:

• This is a great role for a strong Program Manager or Individual contributor who holds a deep passion for the customer experience.
• This is a role with impact, and it requires thinking strategically and executing tactically. This isn’t a role where “good enough” is good enough. This role is ideal for someone who’s frustrated by suboptimal customer experiences and truly delights in making them better.
• This role is perfect for you if you have the ability to make things happen around you in highly visible and impactful areas used by millions of people. You can manage project ambiguity, complexity, and interdependencies in an organized and structured way and are eager to be the glue between other functions, doing what it takes to make the objective successful.
• You’ll work with a fun team of driven, cross-functional people with a diverse set of skills.
• You’ll also have the autonomy to make things significantly better through the identification of opportunities, the influence of strategy, and the constant iteration of process

Responsibilities:

• Oversee architecture of all support systems and ensure they are enabling the best experiences possible
• Act as a consultant for Operations Partners across internal and external Support teams
• Own and manage key roadmap initiatives that serve our business in the short and long term
• Use data to uncover system designs that impact the customer experience/agent experience
• Develop an understanding of all existing tools and create a unified vision of the right support system architecture 
• Manage relationships with external vendors and ensure there is an aligned upon vision
• Apply a customer-centric lens to all problems and advocates for the customer view
• Maintain a consistent communication strategy and plan for informing stakeholders of progress, and roadblocks (with actions)
• Do whatever is necessary to meet the outcomes of the launch, like influencing resourcing and prioritization tradeoff or escalating issues when risks occur
• Scale a team of System Architects to ensure our vision comes to life

Experience:

• Minimum 4+ years of Support System Architecture experience OR 1+ year of Product Management experience in a technical lead capacity for complex associate tooling projects with hundreds or thousands of users
• System expertise in Zendesk [required], Twilio Flex [preferred], Front [nice to have], Intercom [nice to have]
• Working knowledge of AI (chat bots), preferably in a customer service tool
• Strong systems thinker with exceptional organizational / project management skills
• Successful track record effortlessly managing multiple, concurrent, high visibility initiatives
• Concise, direct, clear communicator with a proven ability to navigate difficult messages, eliminate ambiguity, and tactfully drive accountability 
• Strong ability to understand tools and systems -- How they work, how they break, why they are important, quantifying their ROI
• Ability to think both tactically and strategically, and drive product outcomes
• Passion for Lyft, the ride-sharing community, and a drive to make a meaningful impact
• Ability to dive deeply into a problem and quickly assess risks and dependencies

 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, adoptive, and foster parents are all eligible
• Pre-tax commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qua