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 Customer Quality Team Lead will lead a team of specialists that partner with product teams to eliminate pain and develop seamless customer experiences. Customer Quality Leads work with Product teams during planning, ideation, design, and post-launch to prevent new user pain points, monitor new product launches for timely and actionable feedback, and continuously drive improvements that can differentiate Lyft by its customer obsession. The ideal candidate has led teams and will be able to demonstrate a sustained ability to hire and develop talent. This role requires exceptional influencing and motivating skills, strong communication skills, an analytical mindset, end to end systems thinking, and a passion for user advocacy.  Candidates will be data driven, self motivated, flexible to frequent changes and can think creatively to propose solutions and coach the team on achieving outcomes.

Responsibilities:

• Lead a team of Customer Quality Leads. Provide mentorship, coaching and career development
• Lead team in identifying trends and key insights and collaborate with stakeholders to drive customer experience improvements
• Maintain a consistent communication strategy and plan for informing stakeholders around progress, health, roadblocks (with actions) and completeness for all product closed loop assignments and initiatives
• Evaluate, understand, and continuously improve upon stakeholder relationships with assigned set of Product teams in service to driving customer experience improvements
• Work closely with other Customer Quality Team Leaders on developing and improving team processes, driving organizational discipline and process adherence, and prioritizing and balancing workload across the team
• Develop best practices and ensure knowledge is shared across the team

Experience:

• Bachelor’s Degree or equivalent work experience
• 2+ years management experience
• 4+ years working cross functionally in a customer support or operations environment
• Experience leading and developing teams in a high volume or high rate of change organization
• Proven interpersonal and team skills with the ability to effectively communicate, influence, and engage with cross-functional stakeholders
• Successful track record of autonomously running multiple, concurrent, high visibility initiatives
• Demonstrated passion for customers - a true customer advocate
• Concise, direct, clear communication with ability to navigate difficult messages and clear up ambiguity
• Demonstrated ability to use data to develop recommendations and/or proposals; advanced Excel and intermediate SQL skills preferred

Benefits:

• Great medical, dental, and vision insurance options
• In addition to 11 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Monthly commuter subsidy to cover your transit to work
• 20% off all Lyft rides

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.