Analytics Lead, Safety & Customer Care

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.The vision of the Safety Customer Care (SCC) team is to foster long-term loyalty to Lyft with every support interaction. If we are successful, a Lyft customer will rarely interact with Lyft Support. But when that interaction occurs, their issue is resolved quickly, effectively, and with true care. For a Lyft customer, their experience of Support should be that Lyft cares about me and made the experience easy.As a Data Analytics Lead, you'll partner directly with cross-functional stakeholders to identify opportunities and design solutions for improving our customers' support experience. You'll leverage your analytical expertise to deliver actionable insights and recommendations to drive quality business decisions with customer-facing impact. The ideal candidate is a critical thinker and exceptional problem solver who can build strong relationships with different teams, and who is eager to serve as a leader within the broader Support organization to drive our business forward.ResponsibilitiesPartner with Product, Engineering, Data Science Analytics, Business Operations and other cross-functional stakeholders to achieve business goals Develop frameworks and scalable processes to drive decision-making and prioritizationDefine the metrics used to measure the success of strategic initiatives and health of our support platform; build dashboards to track metrics over timeDesign A/B tests and execute analyses to evaluate the impact of new product features and operational improvementsWork closely with cross-functional partners to deliver data-driven insights and actionable recommendations for continuously improving the customer support experienceMonitor and diagnose KPI performance and present findings to senior leadershipExperienceDegree in a quantitative field like statistics, economics, applied math, operations research or engineering. Advanced degrees are preferred5+ years of hands-on technical experience in a data science role or equivalent analytical role in a high growth startupAbility to translate unstructured business problems into clearly defined requirements with minimal oversightStrong problem-solving and analytical skills with the ability to transition between detailed data and high-level business problemsExceptional communication (listening, written, and oral) skills with the ability to present findings recommendations targeted to the audience in questionStrong interpersonal skills, with the ability to build relationships and trust across functions and work collaborativelyProficiency in SQL and Python with ability to independently break down large datasets and synthesize inputs from multiple sourcesBenefits:Great medical, dental, and vision insurance options with additional programs available when enrolledMental health benefitsFamily building benefitsChild care and pet benefits401(k) plan with company match to help save for your futureIn addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligibleSubsidized commuter benefitsMonthly Lyft credits and complimentary Lyft Pink membershipLyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. 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, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. 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, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Your recruiter can share more information about the various in-office perks Lyft offers. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #HybridThe expected base pay range for this position in the San Francisco area is $108,000 - $135,500, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.