Program Manager, Home-Based Support

At Lyft, community is what we are and it's what we do. It's what makes us different. To create the best ride for all, we start in our own community by creating an open, inclusive, and diverse organization where all team members are recognized for what they bring.

At Lyft we are continually striving to provide exceptional customer experiences for all Drivers and Passengers. As our business grows we need to respond equally in scaling our support experience. We design for best customer experiences and believe that the more local our support, the better we can support the communities we serve. This allows us to be connected to our Drivers and Passengers through a regionally and community designed support operation.

The Program Manager role will report to the Senior Customer Experience Manager and will focus on Home Based Support. This role is responsible for the implementation, growth and sustainability of Lyft's Customer Experience Work at Home program. This role will be the focal point of a multi-team collaboration initiative that reaches IT, Customer Experience, Training, Quality, Tooling, Reporting and Resource Management. This manager will be responsible for executing on our Work at Home goals for 2018 and beyond. They will be experience obsessed operations leaders that thrive when given autonomy to create, execute and throttle initiatives. This role is highly collaborative and fluid throughout all areas of CET and Lyft to deliver results in a rapidly changing operations environment.

The ideal candidate has experience in project management, preferably with a technology firm. They are able to work at a consistent and steady pace with a sense of urgency. They connect with people quickly in an outgoing and friendly manner while using persuasive communication skills and technical expertise to educate and inform team members to deliver high quality outcomes.


* Support Senior Manager, Customer Experience in scaling a Home Based Support model of providing best in class experiences

* Provide thought leadership as the end to end owner to ensure successful completion of our Home Based Support model

* Make recommendations and execute on the creation of success metrics, technology requirements and inform on (if any) infrastructure limitations

* Define and maintain a consistent launch plan that is considerate of cross-functional impacts and dependencies. This includes project progress, health, roadblocks, solutions and completeness

* Tireless advocate for success of the project and customer experience. Make it Happen. Able to manage and succeed in ambiguous and complex environments.

* Prepare presentations and communicate deliverables to senior leadership, management and key stakeholders

* Owner of all cost implications, both direct and indirect, in successful launch of initiative

* Assists in the development and implementation of operational health measures and is accountable to the growth and sustainability of project.

* Participate and engage in overall Customer Experience and Trust team strategy and help shape the ideal Lyft customer experience. Aligns resources, technology and channel to optimize successful delivery of Customer Experience and Trust team outcomes.

* Provide insights to global resource strategy and how to best optimize to drive top line experience initiatives

* Stakeholder in global staffing footprint and expansion of regionalized support growth

Experience and Skills:

* Bachelor's degree or equivalent experience required in comparable work and industry

* Experience in project management in launching new support models, preferably with 2+ years in startup environment.

* Experience leading cross-functional teams to deliver complex projects iteratively with multiple dependencies and constraints - all in a highly dynamic and agile environment

* Proven ability to operate effectively across multiple teams in situations of extreme ambiguity, with only high level direction

* Commitment to excellence & strong focus on customer delight

* Thrives in change, ambiguity, and charting new territory

* Strong cross-functional skills with positive interpersonal effectiveness, influence, and ability to get things done through both formal and informal means

* Experience designing and building new solutions to improve the efficiency and effectiveness of existing tools and processes.

* Ability to influence and motivate others

* Ability to manage multiple projects simultaneously with focus on delivering improved outcomes

* Strong oral and written communication skills; extremely attentive to detail

* Ability to thrive in a fast paced startup environment

* Positive influencer of change and success. Works across not through and has demonstrated the ability to achieve desired results while informing organization

Lyft is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Lyft does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Lyft will also consider for employment qualified applicants with arrest and conviction records.