Analytics Lead, Safety & Customer Care

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.

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. But when that interaction occurs, their issue is resolved quickly, effectively, and with true care. For a Lyft customer, their experience of Support should be that “Lyft cares about me and made the experience easy.”

As a Data Analytics Lead, you’ll partner directly with cross-functional stakeholders to identify opportunities and design solutions for improving our customers’ support experience. 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
• 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
• Work closely with cross-functional partners to deliver data-driven insights and actionable recommendations for continuously improving the customer support experience
• Monitor and diagnose KPI performance and present findings to senior leadership

Experience

• Degree in a quantitative field like statistics, economics, applied math, operations research or engineering. Advanced degrees are preferred
• 5+ years of hands-on technical experience in a data science role or equivalent analytical role in a high growth startup
• Ability to translate unstructured business problems into clearly defined requirements with minimal oversight
• 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:

• 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 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
• Subsidized commuter benefits
• 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. 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 — 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. Your recruiter can share more information about the various in-office perks Lyft offers. 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 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.