Full-Time

Manager I – Onboarding Operations

Posted on 8/22/2024

Lyft

Lyft

10,001+ employees

Ride-sharing platform connecting drivers and passengers

Automotive & Transportation
Consumer Goods

Compensation Overview

$85k - $106.5kAnnually

+ Equity Offering + Bonus

Mid, Senior

Company Historically Provides H1B Sponsorship

Nashville, TN, USA

Hybrid schedule requiring in-office presence 3 days per week.

Category
Quality Control & Compliance
Supply Chain Management
Operations & Logistics
Required Skills
Data Analysis
Requirements
  • Bachelor's degree in Business, Operations, or Consulting field.
  • 5+ years of experience in customer onboarding or customer success operations
  • Strong project management and organizational skills.
  • Excellent communication and interpersonal abilities.
  • Experience in a global or multi-regional role is a plus.
  • 3+ years experience leading and coaching large, distributed teams
  • Ability to build relationships with cross functional stakeholders and drive shared outcomes
  • Ability to lead in a fast­-paced environment subject to rapid change and ambiguity; experience with process excellence
  • Relevant start-up, technology, and customer care experience
  • Bilingual is a plus, esp spanish
Responsibilities
  • Own all KPIs (SLA, AHT, Resolve, FCR, RCR) and agent performance objectives to drive exceptional delivery. Create action plans for increasing performance and quality as needed.
  • Manage a high performing group of team leads across multiple sites to drive team performance, schedule adherence, career development
  • Drive delivery and executive reporting of exceptional service levels, inclusive of real time channel management
  • Develop strategic plan to drive an exceptional caring customer experience; Identify opportunities to increase contact center efficiencies and implement key best practices
  • Develop a detailed understanding of the Escalations’ operations to maximize performance, cost, and quality; internalize, own and continuously work to improve KPIs/OKRs and the customer experience
  • Proactively gather and analyze data through quantitative and qualitative mechanisms to help improve agent-level performance; constantly drive improvement on business and team performance metrics
  • Lead recurring meetings with the team to drive business outcomes, including syncs, audits, observations and business reviews. Facilitate active discussion designed to identify root causes, opportunities to improve and best practices across vendor sites.
  • Maintain open communication channels with Operations, Product and Engineering teams in order to facilitate feedback from partner teams to drive improvements to Products and Toolings used by BPOs.
  • Collaborate and direct Workforce Management to ensure optimal staffing levels; manage any needed staffing adjustments including backfills and new initiatives, providing preliminary recommendations (approve/deny) based on performance
  • Review and own staffing plans and hiring and training process for the team
  • Own one or more channels in a fast paced contact center environment
  • Deepen the relationship between HQ team members and our global BPO partners to maximize quality and continuity across support operations
  • Develop and maintain cross-functional partnerships with internal stakeholders to deliver product, process, key LOB outcomes, as well as, assist in improving program performance through continuous evaluation and refinement
  • Establish yourself as a valuable cross-functional thought partner to help drive business growth and opportunities; identify key questions, problems, and continuous improvement opportunities to drive quality and operational efficiencies; partner actively and continuously with Support Services, Vendor Management, Product and Analytics teams
  • Timely alert management to contact center issues and outages
  • Travel to service delivery locations for product/process training, performance audits, business reviews, and to ensure quality performance

Lyft connects passengers with drivers through a mobile app, primarily serving urban commuters, students, and tourists in the United States and Canada. The platform offers various ride options, including standard, luxury, and shared rides, catering to different customer preferences. Lyft operates on a gig economy model, where drivers use their own vehicles, and the company earns revenue by taking a commission from each ride fare. In addition to car rides, Lyft provides bike and scooter rentals, and has a subscription service called Lyft Pink that offers benefits for a monthly fee. The company emphasizes safety and community guidelines to ensure a secure experience for users, while also supporting drivers with flexible payment options. Lyft's goal is to provide reliable transportation solutions while diversifying its revenue streams and exploring self-driving technology.

Company Stage

IPO

Total Funding

$4.8B

Headquarters

San Francisco, California

Founded

2012

Growth & Insights
Headcount

6 month growth

3%

1 year growth

19%

2 year growth

7%
Simplify Jobs

Simplify's Take

What believers are saying

  • Lyft's exploration of self-driving technology positions it at the forefront of innovation in the transportation sector.
  • The company's flexible payment options attract a diverse range of drivers, enhancing its service availability and reliability.
  • Strategic partnerships, such as those with Babyscripts and the NAACP, expand Lyft's market reach and social impact.

What critics are saying

  • The ongoing legal challenges regarding the classification of drivers as independent contractors could result in increased operational costs and regulatory scrutiny.
  • Intense competition from rivals like Uber may pressure Lyft's market share and profitability.

What makes Lyft unique

  • Lyft's diversified revenue streams, including bike and scooter rentals, advertising, and subscription services, set it apart from competitors who primarily focus on ride-sharing.
  • The company's emphasis on safety and community guidelines ensures a secure experience for both drivers and passengers, which is a significant competitive advantage.
  • Lyft's partnerships with organizations like the EAS Carpenters union and Babyscripts highlight its commitment to social impact and community engagement.

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