Uncubed

Service Design Specialist - Trust and Safety

Lyft, San Francisco, CA

Lyft is your friend with a car, whenever you need one


The Service Design Specialist for Safety develops Help as a Service for product, partnership, and feature launches with a focus on ensuring trust and safety in the Lyft community. This includes eliminating potential customer pain points from the experience prior to launch, developing content and automated resolutions for remaining issues, and partnering with the training team to ensure agents are empowered with the tools and information they need to support all new launches. The Service Design Specialist will help implement strategy to enable an effortless experience that users will love and trust. Successful candidates will thrive in an autonomous team environment, demonstrate the ability to partner and collaborate cross-functionally, and have strong written communication skills.

RESPONSIBILITIES

  • Drive broad understanding of top safety concerns; classify, quantify, and prioritize improvement opportunities across product, business, and support delivery teams
  • Shepherd dual-sided (passenger and driver) safety strategy with cross-functional partners on new products, features, and partnerships
  • Implement automated resolutions for customer questions and issues
  • Develop content for end-users and agents for new launches, consistent with Help Content strategy and guidelines
  • Learn from existing contact submission methodology to improve user experience for new launches
  • Measure and report on effectiveness of launches on a monthly basis
  • Partner with safety leaders to consistently improve agents’ ability to solve customer requests through tools developed during launches
  • Review and interpret instrumentation results; independently assess opportunities, work to root cause and propose solutions
  • Given current performance & future vision, establish goals and milestones and develop proposals to recommend course of actions and manage tasks/actions for multiple projects at same time
  • Work well across functional teams / boundaries to identify solution opportunities and/or generate ideas

EXPERIENCE AND SKILLS

  • Undergraduate degree or equivalent
  • Minimum 1 year Trust & Safety experience in a dual-sided marketplace
  • 2+ years of experience in a project-based role in marketing, operations, or product
  • Commitment to constant improvement and growth
  • Self-motivated and driven, with the ability to influence, negotiate, and build relationships
  • Ability to autonomously manage multiple, concurrent, high visibility initiatives
  • Ability to design, report, and act on project metrics with precision and clarity
  • Concise, direct, clear communication with a proven ability to navigate difficult messages, clear up ambiguity, and hold accountability tactfully
  • Strong ability to understand tools (individual components) and systems (the people, process, and technology that combine to produce outcomes): how they work, how they break, why they are important
  • Ability to think both tactically and strategically
  • Ability to build consensus and enthusiasm among cross-functional teams towards achieving individual and company­-wide goals
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.

About Lyft

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