Analytics Lead, Safety & Customer Care

New York, United StatesHybrid

Responsibilities

Develop frameworks and scalable processes to drive decision-making and prioritization
Define the metrics used to measure the success of strategic initiatives and health of our support platform; build dashboards to track metrics over time
Design A/B tests and execute analyses to evaluate the impact of new product features and operational improvements
Monitor and diagnose KPI performance and present findings to senior leadership Experience

experience of Support should be that “Lyft cares about me and made the experience easy.”
Degree in a quantitative field like statistics, economics, applied math, operations research or engineering. Advanced degrees are preferred
experience in a data science role or equivalent analytical role in a high growth startup
Strong problem-solving and analytical skills with the ability to transition between detailed data and high-level business problems
Exceptional communication (listening, written, and oral) skills with the ability to present findings & recommendations targeted to the audience in question
Strong interpersonal skills, with the ability to build relationships and trust across functions and work collaboratively
Proficiency in SQL and Python with ability to independently break down large datasets and synthesize inputs from multiple sources Benefits:

The vision of the Safety & Customer Care (SCC) team is to foster long-term loyalty to Lyft with every support interaction. If we are successful, a Lyft customer will rarely interact with Lyft Support.
Great medical, dental, and vision insurance options with additional programs available when enrolled
Child care and pet benefits
401(k) plan with company match to help save for your future
In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
Your recruiter can share more information about the various in-office perks Lyft offers.
The expected base pay range for this position in the New York City area is $118,000 - $147,500, not inclusive of potential equity offering, bonus or benefits.
Salary ranges are dependent on a variety of factors, including qualifications,
experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.
But when that interaction occurs, their issue is resolved quickly, effectively, and with true care.
You’ll leverage your analytical expertise to deliver actionable insights and recommendations to drive quality business decisions with customer-facing impact.
The ideal candidate is a critical thinker and exceptional problem solver who can build strong relationships with different teams, and who is eager to serve as a leader within the broader Support organization to drive our business forward. Responsibilities
Partner with Product, Engineering, Data Science & Analytics, Business Operations and other cross-functional stakeholders to achieve business goals
Work closely with cross-functional partners to deliver data-driven insights and actionable recommendations for continuously improving the customer support experience
Ability to translate unstructured business problems into clearly defined
Monthly Lyft credits and complimentary Lyft Pink membership
Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging.
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, age, genetic information, or any other basis prohibited by law.