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.
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.