Uncubed

Program Development Manager, Driver Loyalty

Lyft, San Francisco, CA

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


Lyft is looking for a Program Development Manager for our Driver Experience & Retention team to help grow a community of loyal Lyft Drivers that consistently deliver memorable, unique and uplifting experiences for our passengers.  This candidate will be tasked with helping to improve and innovate on the end-to-end Driver experience, increasing satisfaction, retention and loyalty among our Drivers, and building a sense of belonging for Drivers as part of the broader Lyft community.  

RESPONSIBILITIES

  • Develop a deep understanding of Driver NPS, Driver life cycle, and pain points experienced by the Driver community, in partnership with our Voice of the Customer team and Product organizations
  • Build and execute a cross-functional plan for increasing NPS across the Driver community
  • Partner closely with Consumer Insights team on Driver Segmentation programs, with a specific eye to applying segmentation/cohort analysis to the loyalty and satisfaction space
  • Support the development and ongoing operations of Lyft’s Driver Loyalty program, including segmentation and cohort analysis
  • 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

SKILLS & EXPERIENCE

  • BA / BS degree in a business, marketing, or a quantitative discipline (Economics, Statistics, Finance)
  • 5+ years experience building world-class customer experiences.  Time spent in Hospitality or Airline sectors is a plus.
  • Prior experience “moving the needle” in terms of customer satisfaction (NPS or equivalent metric)
  • 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.

About Lyft

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Want to learn more about Lyft? Visit https://www.lyft.com/