Program Manager, Safety & Customer Care Analytics

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’s Safety & Customer Care (SCC) Analytics team is responsible for enabling end-to-end reporting and insights around our customers’ support experience with Lyft. We partner closely with Support Operations and Product stakeholders to empower leaders at all levels of the organization to make data-driven decisions aimed at creating a seamless and delightful support experience for Lyft’s community of drivers and riders.

　　The Safety & Customer Care (SCC) Analytics Manager will oversee the design, implementation, and continuous improvement of data infrastructure, reporting, and analysis required to serve our dynamic support organization in a scalable way. The ideal candidate is impact-oriented, thrives comfortably in ambiguity, and has a track-record of building productive working relationships to advance business goals. This role will report to the Manager of Safety & Customer Care Analytics.

　　

Responsibilities:

　　Builds, manages and develops a team of highly skilled data analysts to deliver impact across the broader Safety and Customer Care organization Is a trusted partners for cross-functional stakeholders across Operations, Product, Data Science, and Engineering to design and deliver the KPIs for our annual roadmap encompassing data infrastructure and reporting improvements as well as initiative-specific analyses and experimentation support Ensure data quality and accuracy through data governance practices Drives analytical rigor across the organization to guide outstanding decision making across all cross-functional teams that impact Safety & Customer Care; acts as a thought partner for cross-functional stakeholders to drive business strategy and prioritization Guides the development of analytical frameworks, self-service reporting, and strategic analysis influencing operational process improvements and product development Monitors and diagnoses KPI performance and presents insights and recommendations to senior leadership and cross-functional stakeholders Works and prioritizes autonomously, comfortably, and with minimal oversight; adapts quickly to new processes or changes in workflow and operates with a bias towards action

Experience:

Bachelor’s degree or equivalent preferred; Master’s degree in a related field a plus 6+ years on-the-job data analysis experience with a proven ability to influence outcomes; strategic experience in a fast-growth environment, technology company, management consultancy, and/or similar professional environment a plus 2+ years managing a team preferred Familiarity with both advanced statistical methodologies and relational database concepts; modeling, experimentation, and ETL experience a plus Strong proficiency in SQL and Google Sheets; Python a plus Strong understanding of data visualization tools (e.g., Tableau, Power BI). Ability to translate unstructured business problems into clearly defined requirements Data-driven and solution-oriented; comfortable working with, synthesizing, and prioritizing based on large quantities of data Demonstrated process improvement mindset by creating systems, documentation & tools in order to drive long-term positive change Strong interpersonal skills, with the ability to build relationships and trust across functions, develop individual team members, and work collaboratively Exceptional communication (listening, written, and oral) skills with the ability to present findings & recommendations targeted to the audience in question Successful track record of autonomously running multiple, concurrent, high visibility initiatives Alignment with Lyft’s Guide to Making it Happen

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 EEO employer that actively pursues and hires a diverse workforce, and pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records

　　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 — 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 range of pay for this position in the San Francisco area is $139k - $155k. 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.