Senior Team Lead, Customer Experience

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about 4 years old

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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.

The Senior Team Lead, Customer Experience will report to the Customer Experience Manager. In this role, you will have the opportunity to focus on team development and business improvement by leading and mentoring a team to support the in-person help experience in our local markets. Additionally, you will provide focused energy to the full lifecycle of our drivers and passengers and actively organize the collaboration efforts throughout Experience Lines of Business. These include but are not limited to the local offices, Voice of the Customer, Marketing and all relevant Customer Experience & Trust groups.

The ideal candidate has a strong passion for mentoring and owning improvements across multiple lines of business while creating an unequaled level of service within our Lyft community.

Responsibilities:

  • Support Manager in leading and developing a group of Team Leads and Specialists
  • Define and champion strategic initiatives as senior leader amongst Team Lead group
  • Leader across Customer Experience & Trust organization by guiding associate development and team engagement 
  • Build cross-functional relationships throughout organization while advocating for “best in class” customer experiences
  • Defines and champions process improvement opportunities through data analysis and cross-functional collaboration
  • Owns multiple delivery experiences; responsible for process mapping, updating and continuous improvement
  • Performance management of team; monitor and review direct reports work objectives and overall contribution to the team
  • Strategic business owner of key processes within the Customer Experience Team
  • Define and state expectations and objectives with team members that align with a shared vision
  • Communicate well with multiple stakeholders and represents professionalism in the workplace

Experience:

  • Comfortable in a fast-paced environment, subject to rapid change and uncertainty
  • Ability to inspire and motivate team towards achieving team/company-wide goals
  • Passionate customer advocate
  • Proven ability in developing and driving strategies across multiple functions/teams
  • Be aligned with Lyft’s Core values: make it happen, uplift others create fearlessly and be yourself
  • Bachelor's degree or equivalent/relevant work experience
  • 5+ years of relevant experience in customer support/service
  • 3+ years proven success in a leadership or mentor role
  • Experience in Lean/Six Sigma Process Excellence methodology preferred
  • Relevant start-up, technology, and contact center leadership experience 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.