Program Manager, Core Support

At Lyft, our purpose is to serve and connect. To do this, we start with our own community by creating an open, inclusive, and diverse organization

Lyft is looking for an experienced Program Manager to drive operational excellence and continuous improvement within the Core Support Operations arm of our Safety & Customer Cares organization. This customer obsessed leader is highly organized, proactive, detail oriented and a top-notch communicator, experienced in wide scale program and project management. You set the bar for process excellence and continuous improvement, and you have a strong bias towards action in optimizing efficiency and quality of support operations. You are a multiplier and change-maker, capable of self-starting to initiate and implement changes that support our customers and agents, and you have demonstrable experience leading cross-functional work within a matrixed organization to drive impact. 

Reporting to the Head of Core Support Operations, you will be responsible for a team of 2-4 Project/Program Leads identifying, driving and collaborating on cross-functional initiatives that optimize both the customer and agent experience. You will support setting and driving a strategic vision for best-in-class customer experience for our Tier 1 and Tier 2 agent teams. You will serve as a crucial conduit between our agent team and the broader organization to ensure effective issue-spotting, problem-solving and root-cause analysis, as well as continuous improvement of our internal processes and workflows. The ideal candidate is enthusiastic about creating an unequaled level of service for the Lyft community and leading teams to drive results. 

If you have experience successfully managing multiple simultaneous projects, driving cross-functional work in a dynamic and matrixed environment, removing obstacles and solving tough problems, we’d like to talk with you.

Responsibilities:

• Develop strategic plans to drive an exceptional caring customer experience; Identify opportunities to increase efficiencies, improve quality of support and implement key best practices across Care issues
• Lead team of 2-4 team members responsible for implementing new processes and systems within support operations, as well as ensure that existing ones are running smoothly
• Create long- and short-term plans, including setting targets for milestones, managing to roadmaps, and adhering to deadlines
• Develop and drive expertise within Care issues, as necessary, to drive meaningful policy and process improvements that enhance customer and T1/T2 agent experiences
• Proactively seeks alignment and integration of improvement activities with strategic direction and activities of SCC organization. Understands and supports the quality improvement frameworks and initiatives in place in Lyft.
• Identify and resolve problems; complete proactive and reactive audits; identify trends, determine system improvements, and implement change.
• Develop and maintain cross-functional partnerships with internal stakeholders (Support Services, Specialized Support, and Tech) to delivery the best outcome for our customers, as well as, assist in improving program and agent performance through continuous evaluation and refinement across our Knowledge Base, Training and Quality teams
• Travel to service delivery locations for product/process training, performance audits, business reviews, and to ensure quality performance

Experience:

• A level of education, training and experience equivalent to a Masters degree in Business Administration, or related discipline, plus a minimum of five (5) years recent related experience in a quality or business environment.
• Customer obsessed with a track record for going above and beyond
• Highly organized and capable of managing multiple priorities; experience leading in a fast­-paced environment subject to rapid change and ambiguity
• Proven track record with process re-design and workflow analysis resulting in measurable process improvements
• Solid demonstrable background in continuous improvement and project management; Lean Black Belt and PMP Certification preferred.

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 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Subsidized commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our R