As a key leader in Customer Experience & Trust organization, the Director, Support Operations will lead teams delivering tools, training, content and resource planning needed to provide our associates and customers with perfect help resolutions. You will manage, maintain and continuously improve CET’s support platform infrastructure, including technical support and incident management. You will be responsible for leading and building a world class team that helps the Customer Experience and Trust team enable “the perfect Lyft ride” through process optimization, automation and insights.
Help drive and accelerate high-impact projects for Lyft and the Customer Experience and Trust team
Ensure consistent and delightful customer experiences across a rapidly growing team of 3000+ Customer Experience team members across the globe by developing & delivering scalable, robust support infrastructure & tools
Build consensus around key initiatives with a diverse set of cross-functional stakeholders (product, engineering, legal, compliance, local teams, executives)
Manage system infrastructure and ensure high availability and optimal performance
Design and deliver, with product team partnership, associate tool UI: best it can be now and best in class in future
Define and refine channel mix by continuously improving assisted support and enabling optimal interactions across all support channels (in product, web, social, email, phone, etc)
Oversee the annual planning cycle for both build or buy needs of support platform infrastructure; maintain rolling 12 month tools forecast
Leverages expert business analytic skills and user-centered design thinking to lead collaboration with stakeholders to drive associate experience improvements
Establish best in class training for internal and partner associates driving proficiency for across all skills and tenure
Conducts dynamic meetings or working sessions with stakeholders that move problem solving forward; facilitates envisioning sessions and associate-centric thinking within organization and with our partners
Serves as a mentor, trainer, coach, and technical leader across CET
Experience & Skills:
10+ years of experience in business operations, management consulting, or equivalent fields
Demonstrated success in strategy development, operational planning, and analytics, ideally in a fast-growing organization
Demonstrated passion for customers - a true customer advocate
A team-oriented mindset and the ability to work with a wide range of individuals, from our product & engineering teams to executives, business partners, and customers
Analytical and quantitative fluency - you lead with data-based decisions
Advocate and thought-leader for large teams of people performing diverse functions
Ability to make clear recommendations when presenting risk/reward trade-off at an executive level
Comfortable working in a fast-paced, challenging environment where decisions have a large and immediate impact
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