Program Lead, Safety Support Quality

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 seeking a Program Lead of Safety Support Quality to join our Safety and Customer Care team. 

As the Program Lead for Safety Operations, you will play a key role in overseeing and enhancing safety-related processes and initiatives within the customer support function. Reporting to the Quality Manager, you’ll ensure that agents have the tools, resources, and training necessary to handle safety cases with precision and empathy. Your role is critical in maintaining the highest standards of accuracy in agent performance, safeguarding the experience of both riders and drivers. You will also drive a culture of excellence by leading coaching sessions, conducting root cause analyses, and collaborating with cross-functional teams to implement data-driven improvements that enhance safety operations and outcomes.

If you're eager to make a significant impact on customer experiences with data, coaching and strategic collaboration, we'd love to talk to you.

Responsibilities:

• Oversee a team of QA analysts to monitor, assess, and improve the quality of customer support interactions, ensuring a consistent and high-standard experience for customers.
• Assist in creating, updating, and enforcing quality assurance guidelines and metrics tailored to the unique needs of the rideshare industry, ensuring that support agents deliver accurate and timely solutions.
• Regularly audit calls, chats, and emails to evaluate agent performance. Provide feedback to agents and supervisors to drive continuous improvement and align with quality goals.
• Perform thorough root cause analyses on safety-related issues or escalations to identify underlying causes and implement corrective actions. Use insights gained to improve processes and prevent recurrence
• Design and implement customized coaching programs based on data insights and performance trends, ensuring agents are well-prepared to manage complex safety cases and deliver consistent, high-quality support.
• Leverage data to provide actionable insights, identify trends, and recommend process improvements that enhance both the agent and customer experience.
• Collaborate with the Safety and Compliance teams to update internal policies and ensure alignment with evolving regulations or internal priorities.
• Ensure that agents strictly adhere to safety protocols and company guidelines when dealing with rider and driver incidents, including escalations and emergency situations.
• Collaborate with Operations teams to use findings from root cause analyses and performance reviews to refine safety operations, creating action plans to enhance agent effectiveness and improve the overall safety experience for riders and drivers.

Experience:

• 2+ years of experience in safety operations, quality assurance, customer support, or a similar role in a high-volume environment, such as a call center
• Experience in coaching and performance management within a customer support or safety-focused team
• Proven experience leading coaching sessions and providing actionable feedback to agents to improve their handling of safety-related cases.
• Ability to mentor and develop agents and junior team members, helping them grow their skills in resolving complex safety issues.
• Proven experience in implementing quality standards, metrics, and procedures to improve customer support performance.
• Familiarity with QA tools and methodologies for monitoring agent performance and assessing customer satisfaction.
• Strong analytical skills with experience using data to make informed decisions and drive performance improvements.
• Proficiency with tools like Excel, Google Sheets, or BI platforms (e.g., Tableau, Power BI) to analyze and report on KPIs.
• Experience collaborating with cross-functional teams (Operations, Training, Product) to improve agent performance and service quality.
• Excellent verbal and written communication skills to present data insights, quality initiatives, and feedback clearly and persuasively.
• Proficiency with call center tools and QA software for monitoring performance and evaluating support metrics.
• A passion for providing high-quality support with a customer-first mindset, particularly in the context of sensitive safety situations.
• Ability to thrive in a fast-paced, ever-evolving environment, especially in managing high-priority or complex safety incidents.
• Demonstrated track record of driving continuous improvement initiatives and developing innovative solutions to improve agent performance and customer outcomes.