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.

We are looking for a passionate, structured, and bold Operations Lead to join our Global Operations team in Charlotte, overseeing our Driver Hub and Express Drive rental locations. Drivers are the lifeblood of our organization, and your job will be to ensure that every interaction with them is delightful. Not just ho-hum casually delightful. We mean ‘shout from the mountain tops about how they never knew life could be this good’ level of delightful. To pull it off, you’ll need to be structured, data-driven, able to think on your feet, and exceptionally good at problem solving.

Responsibilities:

• Ensure driver satisfaction of at least three retail sites in North Carolina and oversee the Community Associates staff 
• Hold 1:1s and feedback sessions with your team based on your observations, CSAT scores, and driver survey responses
• Ensure that your team is empowered with the knowledge and training to deliver the best possible onboarding to drivers so they are successful on the platform
• Demonstrate passion leading from the front and setting the standard of exceptional service that your team aspires to
• Bring general retail expertise to the table from your previous roles, innovating and iterating on that foundation as you go
• Hyper-focused on finding operational process improvements and leveraging Lyft data to proactively improve all aspects of the business
• Work closely with Fleet Specialist to identify opportunities to improve and grow the Express Drive rentals business
• Collaborate with our rental and service partners to ensure a seamless experience for drivers

Experience:

• 3+ years experience managing a retail, customer service, or vehicle rental team at a company known for exceptional service
• BA degree strongly preferred
• Extremely passionate about delivering outstanding customer experience
• Ability to coach and develop young leaders within your organization, high degree of emotional intelligence
• Strong cross-functional collaboration and partner management skills
• Excellent verbal and written communication skills
• Strong attention to detail
• Ability to multi-task and pivot into different modes during the workday/week
• Lover of dashboards, data, and metrics

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
• Pre-tax commuter benefits
• Lyft Pink -  Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

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.