- Develop and execute a marketplace-wide safety operations strategy that aligns with the company's mission and values.
- Lead the Safety Operations team, providing guidance, training, and support to ensure the highest standards of safety are maintained.
- Evaluate Trust & Safety processes, identify improvements, and recommend optimized workflows.
- Drive overall safety support strategy to ensure the best possible customer experience
- Partner with risk, safety product, legal and policy teams to drive company-wide safety strategy and initiatives
- Manage leaders of our specialized customer support teams who handle high stakes safety issues on our platform.
- Drive outcomes through our third party agent sites by holding partners accountable for results, driving quality, and ensuring a fair experience across all customers
- Create a roadmap of safety support changes and improvements based on in-depth analysis of metrics, workflows, and the current state customer experience at every level of our safety process.
- May need to be available "on-call" to address issues that arise at night, on weekends, and holidays
- Minimum of 10 years of experience in safety operations, with at least 5 years in a leadership role, ideally in a two-sided marketplace environment
- Experience leading customer support teams to hit ambitious targets while providing a seamless customer experience - customer obsessed.
- Experience collaborating with cross-functional teams (legal, policy, product, engineering) to launch high stakes initiatives, products and processes.
- Experience in crisis management and emergency response planning.
- Analytical mindset with the ability to interpret complex data and translate it into actionable insights
- Program management experience driving strategy at a high level - ie management consulting, strategic operations roles in a technology company, or an equivalent operations role in a high growth startup
- Great medical, dental, and vision insurance options
- Mental health benefits
- Family building 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
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Senior Manager, Trust - San Francisco, United States - Lyft
Description
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 Safety & Customer Care (SCC) team is responsible for keeping riders & drivers on our platform safe and helping users resolve their issues quickly so they can get back on the road.
We work with a wide variety of teams & stakeholders across the company to build a safe, seamless and delightful experience for Lyft's community of drivers and riders.
We are seeking a Senior Manager of Trust & Safety Operations to join our leadership team and spearhead our safety initiatives.
You will be setting the vision for Lyft's safety support strategy and driving continuous enhancements to deliver an exceptional experience for customers who encounter safety concerns, by leading the Specialized Support team that handles intricate and nuanced safety issues.
Responsibilities:
Experience:
Benefits:
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.
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, Thursdays and a team-specific third day.
The expected base pay range for this position in the San Francisco area is $152,000 - $190,000. 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.
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