Manager, Customer Experience

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about 4 years old

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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, Customer Experience will report to the Senior Manager, Customer Experience. In this role, you will have the opportunity to focus on operational management for local and global teams by monitoring and driving performance metrics and team member engagement. Additionally, you will provide leadership to a high performing group of senior leaders. You will be trusted to work with a high level of autonomy and build strong cross-functional relationships with stakeholders.

The ideal candidate has a strong passion for best-in-class operational excellence, team engagement, and customer experiences. They see the big picture, and are able to delegate tasks and interface expertly with team members at all levels.

Responsibilities:

  • Own strategic direction of team; identifies problems and solutions, influences multiple teams
  • Responsible for setting team goals & OKRs
  • Daily, monthly, quarterly delivery of best in class service levels
  • Best in class leader, improving Customer Experience in their area and challenging their team members to improve theirs 
  • Understand and drive core response, resolution, and quality metrics across channels
  • Transformational leader for Lyft of customer experience in their specialized area 
  • Optimizes support toolkit by launching new tools and channels; and improve on processes to drive associate efficiency and case deflection
  • Responsible for team budget (all headcount and concessions) and team headcount planning
  • Manages a team of associates and leads; drives team member satisfaction and experience
  • Provides continuous and actionable feedback to direct reports
  • Holds regular career development conservations with direct reports and extended team
  • Owner of ongoing team communications and change management
  • Identifies opportunities for associates to gain visibility and increase influence

Experience:

  • Be aligned with Lyft’s Core values:  Make it happen, uplift others, create fearlessly and be yourself
  • Helps to create initiatives in the office and local community
  • Is an owner of the Customer Experience & Trust organization's mindset (scrappy, owner, accountable, customer focused)
  • Embody and empower teams around Customer Experience tenets: (Think customer first, Champion trust and community, Deliver consistent service, and Own change from within)
  • Demonstrated passion for customers, a true customer advocate
  • Insatiable curiosity and tenacity, always looking to understand why
  • Use of data to understand teams impact, ROI, and use to drive decision-making to improve customer experiences
  • Excellent decision-making, planning, and customer-interaction skills
  • Strong interpersonal effectiveness, influence, and ability to get things done through both formal and informal means
  • Comfortable with change, uncertainty, and charting new territory

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.