Onboarding Operations Manager

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 operator to lead our Onboarding Operations team within the Core Support Operations arm of our Safety & Customer Cares organization. This exceptional leader will be experienced in managing large teams, and passionate about process excellence, continuous improvement and best in class support operations.  

As a Global Customer Onboarding Operations Manager at Lyft, you will be responsible for overseeing and optimizing the operational elements of our current onboarding processes for new customers across all regions. You will support a seamless, effective, and efficient onboarding experience, aligning with Lyft's values and operational standards. 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 vendors and agents who help support Lyft’s customer escalations experience. You’ll collaborate cross functionally with key stakeholders to identify and solve problems impacting the onboarding 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 dispersed 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 (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

Experience:

• 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 

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 — 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 base pay range for this position in the San Francisco area is $104,000 - $130,000. 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.

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Last updated on Aug 22, 2024