Partner Experience & Operations Manager

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 Experience Manager will report to the VP, Safety and Customer Care. In this role you will have influence on our global strategic partner relationships and drive the best customer and business outcomes across our network. This role will be the centralized leader for Lyft’s strategic partner relationships. This strong leader will mentor and guide a team of Partner Engagement Leaders to maximize the efficiency and experience our global network provides to our Drivers and Riders. Success in this role includes the tireless advocacy for all experiences Lyft provides through optimizing our global operations network and the outcomes they support.

The ideal candidate has a strong passion for operational excellence and owning improvements across multiple lines of business while creating an unequaled level of service within our Lyft community. This rockstar leader will be able to pull from successful experience in project management, resource allocation, contact center technology and cost management on a global scale.

Responsibilities

• Team Management: Lead and motivate a team of Vendor and Workforce Managers, including recruitment, training, performance evaluations, and career development to maintain a high-performing and engaged workforce.
• Operational Efficiency: Implement strategies to optimize BPO processes, enhance productivity, and meet or exceed key performance indicators (KPIs), such as service level agreements (SLAs), response times, and customer satisfaction metrics.
• Workforce Management and Staffing Allocations: Work cross-functionally to develop and implement workforce management strategies to ensure the right number of skilled BPO agents are available at all times to meet fluctuating demands. Optimize staffing allocations, schedules, and utilize forecasting models to maintain efficient operations while balancing workload distribution across the team.
• Customer Experience Improvement: Identify areas for improving customer experience and service quality, working closely with the Support Quality, Learning, and Performance teams to implement appropriate training and feedback mechanisms.
• Technology Utilization: Provide cross-functional support for technology solutions that enhance BPO operations, streamline workflows, and contribute to a more efficient and seamless customer experience.
• Stakeholder Collaboration: Work closely with internal departments, such as Program, Support Analytics, QA, Training, and Product Development, to align BPO strategies with overall business objectives.
• Budgeting and Cost Control: Develop and manage budgets for BPO operations, monitoring expenses and optimizing resources to maintain cost-effectiveness.
• Risk Management: Oversee development and maintenance of contingency plans to mitigate risks that may impact BPO operations, ensuring business continuity in unforeseen circumstances.
• Procurement: Collaborate with the procurement team to source and negotiate contracts with BPO service providers. Ensure cost-effectiveness, adherence to quality standards, and timely delivery of goods and services necessary for BPO operations. When onboarding new partners, ensure that the RFP process is conducted efficiently, transparently, and in compliance with company policies and guidelines.
• Vendor Management: Collaborate with BPO service providers to ensure adherence to contracts, service level agreements, and continuous improvement initiatives.
• Performance Analysis: Analyze performance data and trends to identify opportunities for process improvement, cost optimization, and enhanced customer interactions.

Experience & Skills

• Ability to inspire and motivate teams and partners to achieve team and company-wide goals
• Experience in Lean/Six Sigma Process Excellence methodology, Green Belt Certification optimal
• Communicate in a timely and clear manner with multiple stakeholders while maintaining professionalism at all times
• 7-10 years of relevant experience in a Business Process Outsourcing (BPO) or other relevant environment at a leadership level
• Define and communicate expectations and objectives to team members, leaders, and stakeholders that align with a shared vision
• Experience working within the BPO (Business Process Outsourcing) environment with multiple vendors present and optimizing to drive outcomes across an omni-channel ecosystem
• Demonstrates strong partner management skills, effective interpersonal communication, influence, and the ability to achieve results through formal and informal channels, both internally and externally
• Proven ability to drive outcomes cross-functionally within organization and external stakeholders
• Strong knowledge of tooling, IT and infrastructure requirements within the BPO industry and how to best optimize technology
• Passionate customer advocate
• Relevant start-up, technology, and contact center experience
• Comfortable in a fast-paced environment, subject to rapid change and uncertainty
• Proven ability to lead leaders to drive excellence through positive motivation
• Proven ability in developing and driving strategies across multiple functions/teams

Benefits:

• Pre-tax commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Mental health benefits
• 401(k) plan to help save for your future
• Great medical, dental, and vision insurance options
• In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• Family building benefits

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.

Starting in September 2023, 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, Thursdays and a team-specific third day. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year.

The expected range of pay for this position in the San Francisco area is $144,000 - $160,000 . 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.