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Lyft // on-demand ride-sharing
 
Nashville, TN    Posted: Wednesday, January 08, 2020
 
   
 
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At Lyft, community is what we are & its what we do. Its what makes us different. To create the best ride for all, we start in our own community by creating an open, inclusive, & diverse organization where all team members are recognized for what they bring.

Responsibilities:

  • Own strategic direction of team; identifies problems & solutions, influences multiple teams
  • Responsible for setting team goals & OKRs
  • Daily, monthly, quarterly delivery of best in class service levels
  • Best in class leader, improving Customer Experience in their area & challenging their team members to improve theirs
  • Understand & drive core response, resolution, & quality metrics across channels
  • Transformational leader for Lyft of customer experience in their specialized area
  • Optimizes support toolkit by launching new tools & channels; & improve on processes to drive associate efficiency & case deflection
  • Responsible for team budget (all headcount & concessions) & team headcount planning
  • Manages a team of associates & leads; drives team member satisfaction & experience
  • Provides continuous & actionable feedback to direct reports
  • Holds regular career development conservations with direct reports & extended team
  • Owner of ongoing team communications & change management
  • Identifies opportunities for associates to gain visibility & increase influence

Experience:

  • Be aligned with Lyfts Core values: Make it happen, uplift others, create fearlessly & be yourself
  • Helps to create initiatives in the office & local community
  • Is an owner of the Customer Experience & Trust organization's mindset (scrappy, owner, accountable, customer focused)
  • Embody & empower teams around Customer Experience tenets: (Think customer first, Champion trust & community, Deliver consistent service, & Own change from within)
  • Demonstrated passion for customers, a true customer advocate
  • Insatiable curiosity & tenacity, always looking to understand why
  • Use of data to understand teams impact, ROI, & use to drive decision-making to improve customer experiences
  • Excellent decision-making, planning, & customer-interaction skills
  • Strong interpersonal effectiveness, influence, & ability to get things done through both formal & informal means
  • Comfortable with change, uncertainty, & charting new territory

Benefits:

  • Great medical, dental, & 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, & 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 & 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 & safe workplace & strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance & other similar state laws & local ordinances, & its internal policy, Lyft will also consider for employment qualified applicants with arrest & conviction records.

 
 
 
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