Job Description

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.

Lyft is seeking a Program Lead of Driver Support Quality to join our Customer Care team.

As the Program Lead for Driver Operations, you will play a key role in overseeing and enhancing driver related processes and initiatives within the customer support function. Reporting to the Quality Manager, youll ensure that agents have the tools, resources, and training necessary to handle driver cases with precision and empathy. Your role is critical in maintaining the highest standards of accuracy in agent performance, safeguarding the experience of drivers. You will also drive a culture of excellence by leading coaching sessions, conducting root cause analyses, and collaborating with cross-functional teams to implement data-driven improvements that enhance safety operations and outcomes.

If you're eager to make a significant impact on customer experiences with data, coaching and strategic collaboration, we'd love to talk to you.

Responsibilities:

• Oversee a team of QA analysts to monitor, assess, and improve the quality of customer support interactions, ensuring a consistent and high-standard experience for customers.
• Assist in creating, updating, and enforcing quality assurance guidelines and metrics tailored to the unique needs of the rideshare industry, ensuring that support agents deliver accurate and timely solutions.
• Regularly audit calls, chats, and emails to evaluate agent performance. Provide feedback to agents and supervisors to drive continuous improvement and align with quality goals.
• Perform thorough root cause analyses on driver related issues or escalations to identify underlying causes and implement corrective actions. Use insights gained to improve processes and prevent recurrence
• Design and implement customized coaching programs based on data insights and performance trends, ensuring agents are well-prepared to manage complex driver cases and deliver consistent, high-quality support.
• Leverage data to provide actionable insights, identify trends, and recommend process improvements that enhance both the agent and customer experience. Improve reporting mechanisms to collect and analyze feedback.
• Collaborate with the cross-functional teams to improve internal policies and ensure they are customer centric
• Ensure that agents adhere to company guidelines and compliance document standards when supporting our driver community
• Collaborate with Operations teams to use findings from root cause analyses and performance reviews to refine driver operations, creating action plans to enhance agent effectiveness and improve the overall driver experience.Create regular reporting cadences to share insights with leadership and cross-functional teams.
• Help implement and optimize AI-driven tools to scale quality coverage and improve consistency

Experience:

• Hands-on experience with AI/LLM and articulate how they would leverage AI tools to automate quality processes.
• Ability to architect an entirely new way to manage quality, specifically designed for AI-first operations.
• 2+ years of leadership experience in operations, quality assurance, customer support, or a similar role in a high-volume environment, such as a call center
• Experience in coaching and performance management within a customer support team
• Proven experience leading coaching sessions and providing actionable feedback to agents to improve their handling of Driver cases.
• Ability to mentor and develop agents and junior team members, helping them grow their skills in resolving driver issues.
• Proven experience in implementing quality standards, metrics, and procedures to improve customer support performance.
• Familiarity with QA tools and methodologies for monitoring agent performance and assessing customer satisfaction.
• Strong analytical skills with experience using data to make informed decisions and drive performance improvements.
• Proficiency with tools like Excel, Google Sheets, or BI platforms (e.g., Tableau, AI, Power BI) to analyze and report on KPIs.
• Experience collaborating with cross-functional teams (Operations, Training, Product) to improve agent performance and service quality.
• Excellent verbal and written communication skills to present data insights, quality initiatives, and feedback clearly and persuasively.
• Proficiency with call center tools and QA software for monitoring performance and evaluating support metrics.
• A passion for providing high-quality support with a customer-first mindset, particularly in the context of driver issues.
• Ability to thrive in a fast-paced, ever-evolving environment, especially in managing high-priority or complex driver issues.
• Demonstrated track record of driving continuous improvement initiatives and developing innovative solutions to improve agent performance and customer outcomes.

Benefits:

• Great medical, dental, and vision insurance options with additional programs available when enrolled
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• 401(k) plan 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
• Subsidized commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

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. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule following the establishment of a Lyft office in San Francisco Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the San Francisco area is $88,000 - $110,000. 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.

Total compensation is 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.

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