Customer Quality Lead

  • Lyft
  • San Francisco, CA, USA
  • Dec 02, 2019
Full time Information Technology Transportation

Job Description

A Customer Quality Lead systematically utilizes customer feedback to identify pain points within Lyft experiences and then partners with an assigned set of product teams to eliminate pain and develop seamless customer experiences via service design practices. Customer Quality Leads work with Product teams during planning, ideation, design, and post-launch to prevent new user pain points, monitor new product launches for timely and actionable feedback, and continuously drive improvements that can differentiate Lyft by its customer obsession. The ideal candidate is an influencer who takes pleasure in advocating for customers and is never satisfied with the status quo – ensuring we make decisions that lead to a great experience.  

Responsibilities:

  • Leverage quantitative & qualitative analysis to identify and monitor customer experience issues and business impact
  • Maintain a consistent communication strategy and plan for informing stakeholders around progress, health, roadblocks (with actions) and completeness for all product closed loop insights assignments and initiatives
  • Evaluate, understand, and continuously improve upon stakeholder relationships with assigned set of Product teams in service to driving customer experience improvements
  • Document and share best practices and learnings with other Customer Quality Leads
  • Track customer experience improvement opportunities and path to elimination
  • Applies a variety of methods and approaches to facilitate process mapping and problem solving; experiments to find the best solutions 

Experience:

  • Bachelor’s Degree or equivalent work experience
  • 4+ years working cross functionally in a customer support or operations environment
  • Demonstrated ability to use data to develop recommendations and/or proposals; advanced Excel and intermediate SQL skills preferred
  • Technical experience coding or launch manager preferred
  • Demonstrated passion for customers - a true customer advocate
  • Concise, direct, clear communication with ability to navigate difficult messages and clear up ambiguity
  • Ability to manage multiple assignments and tasks, set priorities, and adapt to changing conditions and work assignments; ability to effectively prioritize work

Benefits:

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