Manager, Core Support Escalations
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 an experienced people leader and operator to lead the Customer Escalations team within the Core Support Operations arm of our Safety & Customer Cares organization. This exceptional servant leader will be experienced in managing large teams, and passionate about process excellence, continuous improvement and best in class support operations.
You will lead and mentor a team of leaders who are entrusted to manage operations and the end-to-end agent assisted driver and rider support contacts. The ideal candidate is enthusiastic about creating an unequaled level of service for the Lyft community and leading teams to drive results.
Reporting to the Head of Core Support Operations, you will manage a team of 4-5 leaders that own Lyft’s customer escalations experience and our U.S. based team of agents. You’ll collaborate cross functionally with key stakeholders to identify and solve problems impacting the customer and agent experience, and serve as a crucial conduit between our agent team and the broader organization to ensure effective two-way communication and alignment on top priorities.
If you have experience managing large teams, setting and executing against a vision of excellence, developing employees, working in dynamic support environments, removing obstacles, and solving tough problems, we’d like to talk with you.
Responsibilities:
- Own all KPIs (Resolve, QA - BAR/PAR) and team’s performance objectives (CPH/SPH, CSAT/CES, ASA, AHT) 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 >90% adherence to responsiveness
- Develop strategic plan to drive an exceptional caring customer experience; Identify opportunities to increase contact center efficiencies and implement key best practices
- 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 delivery product, process, key LOB outcomes, as well as, assist in improving program performance through continuous evaluation and refinement
- Review and own staffing plans and hiring and training process for the team
- 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
Experience:
- 4+ years experience in customer support
- 3+ year experience leading and coaching large, distributed teams
- Customer obsessed with a track record for going above and beyond for the customer
- 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
- Relevant start-up, technology, and customer care experience
- Experience with process excellence
- Bilingual is a plus!
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 range of pay for this position in the Nashville area is $118,080 - $131,200. 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.
