Senior Manager, Driver Experience & Retention

Jul 17, 2017
Jul 18, 2017
Job Type
Full Time
Lyft is looking for a Senior Manager of Driver Experience & Retention to help grow a community of loyal Lyft drivers that consistently deliver memorable, unique and uplifting experiences for our passengers. The Senior Manager of Driver Experience & Retention will be tasked with helping to improve and innovate on the end-to-end driver experience, increasing retention and loyalty among our drivers, and building a sense of belonging for drivers as part of the broader Lyft community. RESPONSIBILITIES
  • Ensure drivers love Lyft through every aspect of the end-to-end driver experience including driver onboarding, education, the in-app experience, the in-car experience, payments, community and support
  • Help us further develop a deep understanding of the driver life cycle, driver behavior, and driver motivation through applied analysis of both data and consumer insights
  • Collaborate cross-functionally with teams across the company to drive meaningful changes in our end-to-end driver experience
  • Be a thought-leader on the driver experience internally and a champion for our driver community
  • Design, build and scale impactful programs to meet challenging goals
  • Incorporate user insights and deep analytics to prioritize efforts and design programs for drivers
  • BA / BS degree in a business, marketing, or a quantitative discipline (Economics, Statistics, Finance)
  • 8+ years experience building world-class customer experiences. Time spent in Hospitality or Airline sectors is a plus
  • Strong knowledge of industry best practices for driving customer loyalty
  • Creative problem solver, and you love using data and consumer insights to prove your point
  • Strong written and verbal communication skills for internal and external stakeholders
  • You believe strongly in the power of collaboration and love working as part of a team, but can also carve off independently when needed
  • Fantastic communication skills -- you know how to tell a good story
  • Experience building and managing complex cross-functional project plans, and leading cross-functional teams
  • Comfortable working in a fast-paced, matrixed environment where the decisions you make have a huge impact on the business
  • Entrepreneurial self-starter - you naturally take ownership, look for opportunities, and do whatever it takes to drive results
  • You love Lyft
Lyft is an EEO employer that actively pursues and hires a diverse workforce, and pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.