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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 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 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 across Care and Safety. 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 and Safety issues

• Create long-term and short-term plans, including setting targets for milestones, managing to roadmaps, and adhering to deadlines; drive teams to outcomes

• Implement new processes and systems within support operations, as well as ensure that existing ones are running smoothly

• Develop and drive expertise within Care and Safety 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

• Serve as a mentor for other leaders and team members, providing them with the necessary skills and knowledge needed to succeed in their roles

• 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 for the customer

• Ability to build relationships with cross functional stakeholders and drive shared outcomes

• Ability to lead 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

• 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 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, Thursdays and a team-specific third day. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year.

The expected base pay range for this position in the Nashville area is $118,080 - $131,200. 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.