Uncubed

Training Manager

Lyft, Nashville, TN

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


The Lyft Training Manager is responsible for creating and implementing a global training program for our 2,000+ Customer Experience team members to ensure a high quality and consistency of customer interactions across the Lyft platform.

About you:
You are an experienced, innovative and strategic leader who is passionate about customer experience. You have a demonstrated ability to transform performance and engagement across large operational teams through training. You have a growth mindset and know how to motivate, influence and organize cross-functional teams behind a unified goal. You have experience and passion around owning your business function.

Responsibilities

  • Ensure a consistent and delightful customer experience across a rapidly growing team of 2000+ Customer Experience team members by building and scaling a robust training program
  • Using a data-driven approach, identify and promote continuous improvement opportunities in customer experience training, process and policies
  • Manage a team of Training Specialists who are responsible for the creation and launch of instructor-led training, webinars, seminars, training videos, job aids, and eLearning globally
  • Oversee daily operations of the Training team, including leading team meetings, performance management and mentorship to enable career development
  • Work cross-functionally to continuously identify gaps in the customer support experience; develop and execute strategies to close those gaps to ensure the ideal Lyft customer experience
  • Communicate strengths and challenges to fellow business leaders
  • Participate in overall CET strategy and help shape the ideal Lyft customer experience
  • Align process strategy with overall CET outcomes and goals
  • Directly responsible for building out tracking and performance management systems related to training with a focus on managing/scaling strategic training delivery

Your Experience & Skills

  • Be aligned with Lyft’s Core values: Make it Happen, Uplift Others, Create Fearlessly and Be Yourself
  • A passion for creating delightful customer experiences
  • 5+ years of training and/or customer service management experience
  • 3+ years working with “out of the box” LMS systems, including data mining and reporting
  • 3+ years of experience managing teams, including performance management and career development
  • 2+ years of experience with instructional design
  • 2+ years experience collaborating with or directly managing content designersExperience leading a team of at least 5 trainers or more
  • Bachelor's degree in relevant discipline required
  • Master's degree in Adult Learning, Instructional Design, Organizational Development, or related discipline strongly preferred
  • Direct experience pulling data and creating reporting in Excel
  • Self-motivated and a drive for excellence
  • Exceptional analytical, listening, writing and oral skills
  • Strong interpersonal skills, with the ability to build relationships across functions and work collaboratively
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

Wherever you’re headed, count on Lyft for rides in minutes. The Lyft app matches you with local drivers at the tap of a button. Just request and go.

Ride by ride, we’re changing the way our world works.

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