Senior Specialist, Partner Engagement

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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.

In this role on our Customer Experience & Trust (CET) team, you will be an integral part of engaging and assisting Lyft’s fast-growing partner organization to deliver best in class support.  You’ll work within our Driver/Rider Partner Engagement Team and act as a curator of service excellence through direct partnerships with our external vendors and internal teams. Your work will be focused on providing a seamless experience that results in partners providing optimal service to our drivers and riders. 

Our Senior Specialist, Partner Engagement will have a deep understanding of our processes, workflows, and an undeniable ability to identify the needs and prioritize the work that directly impacts our driver and rider populations. This knowledge will translate to our partners and result in the overall experience meeting Lyft expectations. To be successful in this role, you must exhibit self-motivation, have strong communication skills, and a strong ability to partner and action cross-functionally.

Responsibilities:

  • Act as a mentor and advocate for CET and our Lyft community 
  • Develop and execute deep dives into data to filter appropriately amongst all individuals within the team 
  • Work as a team to drive performance in KPI’s with internal and external (partner) teams
  • Create action plans and build strategies for improvement on identified KPIs
  • Support the growth of the CE team through partnerships with leaders and specialists
  • Partner amongst peer group to drive CET initiatives and focuses across assigned lines of business
  • Participate in support assessments and training at sites 
  • Build and maintain strong cross-functional relationships with multiple departments including but not limited to Partner Enablement, Legal, Comms, Social, Quality Assurance, Training, Compliance, Trust and Safety, Driver and Passenger Growth
  • Manage work inputs and held to the NPS of the team 
  • Conduct roundtables to root cause gaps in experience/performance/culture
  • Proactively identify operational improvements
  • Proactively communicate releases and team updates 
  • Represent Lyft in a professional manner
  • Travel up to 25% as needed
  • Work a flexible schedule, including off hours and weekends

Experience:

  • Friendly, enthusiastic, and social personality that effectively works across multiple teams
  • Dependable and punctual with strong time management skills
  • Strong writing skills and impeccable attention to detail
  • High levels of empathy and initiative to do the right thing for the customer
  • Advanced problem-solving skills ­with the ability to think creatively to resolve difficult situations
  • Ability to quickly learn web­-based user support applications
  • Comfortable in a fast-­paced environment, subject to rapid change and uncertainty 
  • Exceptional interpersonal, verbal, and written skills with strong business acumen 
  • Strong presentation skills and executive presence
  • Strong influence and communication skills
  • Strong analytical skills and ability to manage large scale projects
  • Experience leading and managing a team preferred

Benefits:

  • Great medical, dental, and vision insurance options
  • Mental health benefits
  • In addition to 12 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.