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.

The Partner Engagement Lead will manage the quality, operations, and level of service received from customer support call center vendors supporting our Bike & Scooter line of business at Lyft. This new role will be a mix of daily performance management to SLAs, facilitating communication with our partners, and managing training, workforce planning, and quality programs. Must exhibit self-motivation, analytical skills, willingness to travel (when it’s safe to do so), and the ability to influence to drive to results.

RESPONSIBILITIES:

• Drive daily delivery of performance objectives and manage established KPIs for vendor partners; create action plans for increasing performance as needed
• Support global BPO partners, including adherence to Lyft’s policies and procedures outlined in contracts
• Identify opportunities to increase contact center efficiencies and implement key best practices
• Develop key KPIs for the new programs, and manage program implementation
• Responsible for timely reporting of all required metrics; validate accuracy and compliance with all contract stipulations
• Handle escalated customer inquiries as needed or required
• 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
• Measure and support NPS and operational metrics for the vendor/Partner site
• Regularly report business health metrics to key stakeholders and senior leaders 
• Provide recommendations for labor reduction or growth within vendor sites, based on metrics and recommendations from workforce management tools  
• Process creation and management, requiring internal cross-collaboration and knowledge
• Ability to think strategically to engage and influence Partner Leadership and associates to drive performance and in alignment with operational metrics desired 
• Drives process excellence through empowering and managing team while delivering expected outcomes.

EXPERIENCE AND SKILLS:

• Undergraduate degree or equivalent
• 2+ years experience in customer support
• 1+ years contact center management experience with vendor management and/ or Business Process Outsourcing (BPO) experience
• Ability to build relationships with cross-functional stakeholders and drive shared outcomes
• Customer obsessed with a track record for going above and beyond for the customer
• Ability to lead in a fast-paced environment subject to rapid change and ambiguity
• Relevant start-up, technology, and customer care experience
• Ability to travel domestically and internationally approximately 25-50%, when safe to do so
• Experience with process excellence 

Benefits:

• Great medical, dental, and vision insurance options
• Mental health 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.