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.
The Manager, Safety Operations will report to the Director of Specialized Support. In this role, you will own global BPO relationships and outcomes for Lyft's safety support operations. The team consists of over 300 BPO agents and their associated leadership teams. This role will be the single centralized leader accountable to all outcomes of this team’s work. This team member will own performance management, KPI accountability, and day-to-day oversight of external BPO agents. The Safety Operations leader will proactively identify opportunities and gaps within our Safety team and work cross functionally with vendors and internal partners to implement short and long term solutions to continuously improve the overall customer experience.
- Develop and execute a safety operations strategy that aligns with the company's mission and values, in partnership with other specialized support leaders, and cross-functional partners.
- Lead the Safety Operations team, providing guidance, training, and support to ensure the highest standards of safety are maintained.
- Evaluate Trust & Safety processes, identify improvements, and recommend optimized workflows.
- Drive overall safety support strategy to ensure the best possible customer experience.
- Partner with risk, safety product, legal, and policy teams to drive company-wide safety strategy and initiatives.
- Manage through BPO leaders of our partner customer support teams who handle high-stakes safety issues on our platform. Hold partners accountable for results, driving quality, and ensuring a fair experience across all customers.
- Create a roadmap of safety support changes and improvements based on in-depth analysis of metrics, workflows, and the current state customer experience at every level of our safety process.
- Be available "on-call" to address issues that arise at night, on weekends, and holidays.
- Drive daily delivery of performance objectives and manage established KPIs for vendor partners; create action plans for increasing performance as needed.
- Analyze data and proactively identify operational improvements.
- Own quality outcomes for all Safety agents, working cross-functionally with internal Content, Quality and Training teams to identify trends needed to improve customer experience
- Obsess over low and high-level Safety issues and work cross-functionally within Lyft and with BPO partners to improve customer outcomes and experiences.
- Maximize the efficiency of external vendors and ensure productivity and cost balancing.
- Monitor daily operations and address potential issues when they arise.
- Take into account the needs of external and internal stakeholders and incorporate them into new strategic plans.
- Research, develop, and implement program optimization initiatives.
- Responsible for timely reporting of all required metrics; validate accuracy and compliance with all contract stipulations.
- Handle escalated vendor inquiries as needed or required, including alert management related to vendor issues and outages
- Travel to service delivery locations for product/process training, performance audits, business reviews, and to ensure quality performance.
- Minimum of 6 years of experience in safety operations, with at least 3 years in a management role, ideally in a two-sided marketplace environment.
- Experience leading customer support teams to hit ambitious targets while providing a seamless customer experience - customer obsessed.
- Experience collaborating with cross-functional teams (legal, policy, product, engineering) to launch high-stakes initiatives, products, and processes.
- Experience in crisis management and emergency response planning.
- Analytical mindset with the ability to interpret complex data and translate it into actionable insights.
- Program management or equivalent operations role in a high-growth startup or BPO.
- Commitment to excellence.
- 4+ years contact center management experience with vendor management.
- Undergraduate degree or equivalent required.
- Ability to travel domestically and internationally at a minimum of 25%.
- Must be self-motivated and driven, with the ability to build strong relationships.
- Strong analytical skills, negotiating experience, and effective vendor/client collaboration skills.
- Data-obsessed mindset.
- Effectively communicates progress, timelines, delays, and blockers to stakeholders, ensuring clear priorities and goals. - Builds productive relationships with customers, partners, or other external contacts. Has a strong understanding of customer needs and can tailor solutions appropriately.
- Has expanded conceptual knowledge and skills. Effectively exercises judgment within defined procedures and practices to determine appropriate action.
- Ability to deep dive into root causes and provide actionable recommendations.
- Strong communication skills, both written and oral.
- Strong interpersonal skills and relationship-building skills required; ability to resolve conflicts.
- Clear and concise written communication skills.
- Experience in JIRA, Mode and/or SQL skills
- Comfortable in a fast-paced environment, subject to rapid change and uncertainty.
- Commitment to quality, accuracy, and consistency.
- Flexible schedule, occasionally will need to support Holiday and weekends for our 24/7 operation.
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. #Hybrid
The expected base pay range for this position in the Nashville area is $85,280 - $106,600. 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.
