Senior Operations Manager, Driver Support

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.

Since 2020, Lyft Mexico has been building its team and in May 2022, we opened an office in the heart of Mexico City. We have grown to more than 200 team members across key business areas in the country, and we are looking to continue growing by providing team members with the best work experience.

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

This role will be in-office on a hybrid schedule if an established Lyft Location is available to the Mexico City region — Hybrid 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

Please submit your resume in English.