Lyft Jobs

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.

Lyft is looking for a candidate who is passionate about supporting our community as a Launch Lead. In this role, you’ll be responsible for understanding upcoming product launches and devising strategies to ensure an outstanding customer support experience. You’ll set goals and timelines, monitor progress, and partner with a diverse set of stakeholders throughout the planning and execution phases of multiple projects. The ideal candidate is an excellent communicator, strong problem solver, and a flexible team player who thrives in a fast-paced, dynamic working environment.

Responsibilities

• Develop a deep understanding of the customer experience and support agent experience at Lyft, along with the resources needed to sustain and improve this experience

• Stay up to date on new and upcoming products and partnerships, collaborating with the product team to gather information and update team roadmaps

• Create written proposals that document upcoming changes, highlight risks, and define support strategy with peers

• Manage multiple projects at a time and influence resourcing/prioritization, escalating issues when risks occur

• Be able to understand, speak to, and represent the business needs of the team in varying audiences with cross functional stakeholders within tech and operations

• Maintain a consistent communication strategy plan for informing stakeholders of progress and roadblocks (with actions)

• Collaborate with tech and ops stakeholders to define problem and solution space with a focus on being nimble for a quality end-to-end feature experience.

• Apply a customer-centric lens to problems and advocate for the customer view during product development

• Gather feedback from key stakeholders to continuously improve the launch readiness process

• Use post-launch findings from our feature insights team to help identify and plug gaps in support strategy

Your Experience & Skills

• 2+ years of customer service experience

• 1+ year of project management experience

• Strong systems thinker with exceptional organizational / project management skills

• Successful track record of managing multiple, concurrent initiatives

• Concise, direct, clear communicator with a proven ability to navigate difficult messages, eliminate ambiguity, and tactfully drive accountability

• Ability to think both tactically and strategically, and drive complex conversations that result in actionable insights

• Ability to dive deeply into a problem and quickly assess risks and dependencies

• Comfort with changing priorities/timelines, flexible and adaptable with a growth mindset

• Knowledge of multi-channel systems, workflows, tools, and processes in a customer contact center

• Passion for Lyft, the ride-sharing community, and a drive to make a meaningful impact

Benefits:

• Great medical, dental, and vision insurance options

• Mental health benefits

• Family building 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 opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville — Team Members will be expected to work in the office 3 days per week on Mondays, Thursdays and a team-specific third day. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year.

The expected base pay range for this position in the Nashville area is $55,760 - $69,700. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.