Project Lead (Operations), Core 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. Lyft is looking for an experienced candidate to join our evolving Safety & Customer Care team as a Project Manager. This individual is responsible for advocating and establishing a ‘Customer Obsessed’ culture within the company, and is happy and comfortable in a fast-paced, ever-changing environment. 

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.

As a Project Lead focusing on Customer Care, you’ll be responsible for understanding and articulating the needs of various parts of the Core Support business and translating those needs into requirements for a diverse set of stakeholders including product, operations, policy, comms and other cross-functional partners. Through close collaboration, you can influence people to excellent outcomes and ensure the best-safety experience possible when something new launches.

Responsibilities:

• Develop a deep understanding of requirements for various business units; drive strategic plans to deliver an exceptional caring customer experience
• Identify opportunities to increase efficiencies, improve quality of support and implement key best practices across Care issues
• 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.
• Stay up to date on relevant and arising customer support issues affecting Lyft and internal Core Support teams and partner with internal stakeholders to build proactive strategies to address these issues; Gain alignment on priorities across a diverse set of stakeholders, influence plans and drive outcomes to uphold a customer-obsessed mindset 
• Develop and maintain strong, cross-functional partnerships with internal stakeholders (Global Planning, Support Services, Product Ops, Product, Eng, Analytics) to deliver the best outcome for our customers 
• Drive improvements across program and agent performance through continuous evaluation and refinement across our Knowledge Base, Training and Quality teams
• Define problem and solution spaces, taking ideas from 0 to 1, with a focus on getting things done and improving established processes
• Apply a customer-centric lens to the problem and advocates for the customer view
• Maintain a consistent communication strategy and plan for informing stakeholders of progress, and roadblocks (with actions)
• Do whatever is necessary to meet the outcomes of the launch, like influencing resourcing and prioritization tradeoff or escalating issues when risks occur

Experience:

• Minimum 3+ years of Project Management or Business Analyst experience OR 1+ year of project management experience in the customer support space
• Strong desire to serve and connect
• Strong systems thinker with exceptional organizational / project management skills
• Successful track record effortlessly managing multiple, concurrent, high visibility initiatives
• Concise, direct, clear communicator with a proven ability to navigate difficult messages, eliminate ambiguity, and tactfully drive accountability 
• Ability to think both tactically and strategically, and drive complex conversations that result in actionable insights
• Passion for Lyft, the ride-sharing community, and a drive to make a meaningful impact
• Ability to dive deeply into a problem and quickly assess risks and dependencies

Why you'll want this role?

• This is a great role for a strong program leader or project manager who wants to create great support experiences for riders and drivers on Lyft’s platform, as well as support agents, while honing their leadership skills and growing their career at Lyft.
• This is a role with impact, and it requires thinking strategically and executing tactically. This isn’t a role where “good enough” is good enough. This role is ideal for someone who’s frustrated by suboptimal customer experiences and truly delights in making them better.
• This role is perfect for you if you have the ability to make things happen around you in highly visible and impactful areas used by millions of people. You can manage project ambiguity, complexity, and interdependencies in an organized and structured way and are eager to be the glue between other functions, doing what it takes to make the objective successful.
• You’ll work with a fun team of driven, cross-functional people with a diverse set of skills.
• You’ll also have the autonomy to make things significantly better through the identification of opportunities, the influence of strategy, and the constant iteration of process

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.