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Onboarding Operations Manager

2 months ago

San Francisco, California, United States Lyft Full time

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.

Lyft is looking for an experienced operator to lead our Onboarding Operations team within the Core Support Operations arm of our Safety & Customer Cares organization. This exceptional leader will be experienced in managing large teams, and passionate about process excellence, continuous improvement and best in class support operations.

As a Global Customer Onboarding Operations Manager at Lyft, you will be responsible for overseeing and optimizing the operational elements of our current onboarding processes for new customers across all regions. You will support a seamless, effective, and efficient onboarding experience, aligning with Lyft's values and operational standards. The ideal candidate is enthusiastic about creating an unequaled level of service for the Lyft community and leading teams to drive results.

Reporting to the Head of Core Support Operations, you will manage vendors and agents who help support Lyft's customer escalations experience. You'll collaborate cross functionally with key stakeholders to identify and solve problems impacting the onboarding customer and agent experience, and serve as a crucial conduit between our agent team and the broader organization to ensure effective two-way communication and alignment on top priorities.

If you have experience managing large dispersed teams, setting and executing against a vision of excellence, developing employees, working in dynamic support environments, removing obstacles, and solving tough problems, we'd like to talk with you.


Own all KPIs (SLA, AHT, Resolve, FCR, RCR) and agent performance objectives to drive exceptional delivery. Create action plans for increasing performance and quality as needed.
Manage a high performing group of team leads across multiple sites to drive team performance, schedule adherence, career development
Drive delivery and executive reporting of exceptional service levels, inclusive of real time channel management
Develop strategic plan to drive an exceptional caring customer experience; Identify opportunities to increase contact center efficiencies and implement key best practices
Develop a detailed understanding of the Escalations' operations to maximize performance, cost, and quality; internalize, own and continuously work to improve KPIs/OKRs and the customer experience
Proactively gather and analyze data through quantitative and qualitative mechanisms to help improve agent-level performance; constantly drive improvement on business and team performance metrics
Lead recurring meetings with the team to drive business outcomes, including syncs, audits, observations and business reviews. Facilitate active discussion designed to identify root causes, opportunities to improve and best practices across vendor sites.
Maintain open communication channels with Operations, Product and Engineering teams in order to facilitate feedback from partner teams to drive improvements to Products and Toolings used by BPOs.
Collaborate and direct Workforce Management to ensure optimal staffing levels; manage any needed staffing adjustments including backfills and new initiatives, providing preliminary recommendations (approve/deny) based on performance
Review and own staffing plans and hiring and training process for the team
Own one or more channels in a fast paced contact center environment
Deepen the relationship between HQ team members and our global BPO partners to maximize quality and continuity across support operations
Develop and maintain cross-functional partnerships with internal stakeholders to deliver product, process, key LOB outcomes, as well as, assist in improving program performance through continuous evaluation and refinement
Establish yourself as a valuable cross-functional thought partner to help drive business growth and opportunities; identify key questions, problems, and continuous improvement opportunities to drive quality and operational efficiencies; partner actively and continuously with Support
Services, Vendor Management, Product and Analytics teams
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

Bachelor's degree in Business, Operations, or Consulting field.
5+ years of experience in customer onboarding or customer success operations
Strong project management and organizational skills.
Excellent communication and interpersonal abilities.
Experience in a global or multi-regional role is a plus.
3+ years experience leading and coaching large, distributed teams
Ability to build relationships with cross functional stakeholders and drive shared outcomes
Ability to lead in a fast­-paced environment subject to rapid change and ambiguity; experience with process excellence
Relevant start-up, technology, and customer care experience
Bilingual is a plus, esp spanish

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