Senior Customer Experience Team Lead - Passenger Lifecycle

Lyft, Nashville, TN

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

The Senior Customer Experience Team Lead will report to the Customer Experience Team Manager. In this role you will have the opportunity to focus on team development and business improvement by leading and mentoring a team to resolve customer contacts via multiple contact channels. Additionally will provide focused energy to the full lifecycle of our Passengers and will actively organize the collaboration efforts throughout Experience Lines of Business. These include but are not limited to the Partnerships and Promotions, VOC, Marketing and all relevant CE Groups.

The ideal candidate has a strong passion for mentoring and owning improvements across multiple lines of business while creating an unequaled level of service within our Lyft community.


  • Support CE Manager in leading and developing a group of Team Leads and Customer Experience Specialists
  • Define and champion strategic initiatives as senior leader amongst Team Lead group
  • Leader across CE by guiding associate development and team engagement (associate NPS)
  • Builds cross-functional relationships throughout organization while advocating for “best in class” customer experiences
  • Defines and champions process improvement opportunities through data analysis and cross-functional collaboration
  • Owns multiple delivery experiences - responsible for process mapping, updating and continuous improvement
  • Performance management of team - monitor and review direct reports work objectives and overall contribution to the team
  • Strategic business owner of key processes within the Customer Experience Team

Experience & Skills

  • Ability to inspire and motivate team towards achieving team/company-wide goals
  • Passionate customer advocate
  • Define and state expectations and objectives with team members that align with a shared vision
  • Communicate well with multiple stakeholders and represents professionalism in the workplace
  • Comfortable in a fast-paced environment, subject to rapid change and uncertainty
  • Be aligned with Lyft’s Core values: make it happen, uplift others create fearlessly and be yourself
  • Bachelor's degree or equivalent/relevant work experience
  • 5+ years of relevant experience in customer support/service
  • 3+ years proven success in a leadership or mentor role
  • Contact Center experience at leadership level

Bonus Points!

  • Expertise in all impacting trends and events within the lifecycle of our Passengers
  • Experience in Lean/Six Sigma Process Excellence methodology
  • Proven ability in developing and driving strategies across multiple functions/teams
  • Strong partner management skills, with good interpersonal effectiveness, influence and ability to get things done through both formal and informal means with both internal and external audiences
  • Relevant start-up, technology, and contact center experience
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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Ride by ride, we’re changing the way our world works.

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