Manager II, Driver Support - Lyft

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 people leader and operator to lead Driver Support within the Safety & Customer Care organization. This exceptional servant leader will be experienced in leading large teams, setting and driving relentlessly towards a strategic vision, and passionate about delivering an unparalleled level of service for Lyft customers.  

Reporting to the Head of Core Support Operations, you will lead a team entrusted to manage the end-to-end agent assisted Driver support operations, inclusive of Lyft agents and global partner agents. You’ll collaborate cross functionally with key stakeholders to identify and solve problems impacting the Driver customer and agent experience, and serve as a crucial conduit between our agent team and the broader organization to ensure effective two-way communication and alignment on top priorities. You will be expected to think strategically and execute tactically to materially improve the Driver experience with Lyft support, adeptly translating frontline customer needs into change through advocacy and action.

If you have experience leading highly engaged large teams, removing obstacles and solving tough problems, and raising the bar of excellence for support operations, we’d like to talk with you.

Responsibilities:

• Develop and execute a strategy to deliver an unparalleled and differentiated customer experience for Drivers
• Lead the Driver Support team, providing guidance, training and support to ensure the highest standards of care and quality are maintained; internalize, own and continuously improve business and team performance metrics
• Develop a detailed understanding of Driver product to maximize support quality, performance, and resources
• Evaluate process and policies impacting Drivers and identify improvements and optimized workflows; partner cross-functionally to drive company-wide strategy and initiatives supporting Drivers
• Drive outcomes within our Lyft team and third-party agent sites, holding teams accountable for results, driving quality and ensuring a fair, consistent experience across all customers
• Create a roadmap of Driver support changes and improvements based on in-depth analysis of metrics, workflows and the current state customer experience at every level of our support process
• Collaborate and direct Workforce Management & Support Services to ensure optimal staffing levels and highly trained agents
• Maintain continuity and coverage for our 24/7, 365 operations, including being  “on call” for issues arising at night, on weekends and/or holidays
• Travel to service delivery locations for product/process training, performance audits, business reviews, and to ensure quality performance

Experience:

• Minimum of 10 years of experience in operations, with at least 5 years in a leadership role, ideally in a support environment 
• Experience leading customer support teams to hit ambitious targets while providing a seamless customer experience
• Customer obsessed with a track record for going above and beyond for the customer
• Experience collaborating with cross-functional teams (training, legal, policy, product, engineering) to launch high stakes initiatives, products and processes.
• Analytical mindset with the ability to interpret complex data and translate it into actionable insights
• Relevant start-up, technology, and customer care experience
• Bilingual is a plus!

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 Ridership Program

Lyft is an equal opportunity employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the Nashville area is $108.240 - $135,300. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.

Last updated: 4 hours ago