Uncubed

Partner Engagement Lead

Lyft, Nashville, TN

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


The Partner Engagement Lead will report to the Partner Manager and will oversee the quality and level of service received from vendors supporting our Operations team. This role will be a mix of daily performance management of our outcomes, facilitating communication with our partners, and successful project management. Must exhibit self-motivation, strong analytical skills and the ability to have a strong positive influence on our global experience organization.

RESPONSIBILITIES

  • Drive daily delivery of performance objectives and manage established KPIs for vendor partners; create action plans for increasing performance as needed
  • Research, develop and implement program optimization initiatives
  • Identify and project manage any additional work coming from operations team. Develop key KPIs for the new programs, and manage program implementation
  • Responsible for timely reporting of all required metrics; validate accuracy and compliance with all contract stipulations
  • Handle escalated customer inquiries as needed or required
  • Timely alert management to contact center issues and outages to Operational Stakeholders
  • Help execute strategic vision for team
  • Travel to service delivery locations for product/process training, performance audits, business reviews, and to ensure quality performance

EXPERIENCE AND SKILLS

  • Customer Experience Obsessed
  • You believe strongly in the power of collaboration and love working as part of a team
  • Strong analytical skills, negotiating experience and effective vendor / client collaboration skills
  • Start-up, technology, and contact center experience strongly preferred
  • Strong communication skills, both written and oral
  • Strong interpersonal skills and relationship building skills required; ability to resolve conflicts
  • Strong contact center management skills (technology, training, recruiting, etc.)
  • Bachelor's degree or equivalent/relevant work experience
  • 5+ years of relevant experience in customer support/service
  • 2+ years contact center management experience with vendor management and/or Business Process Outsourcing (BPO) experience
  • 3+ years proven success in a leadership or mentor role
  • Experience in supporting multilingual partners strongly preferred
  • Ability to travel domestically and internationally approximately 35%-75%

BONUS POINTS

  • Expertise in BPO Operational Excellence
  • Experience in Lean/Six Sigma Process Excellence methodology
  • Proven ability in driving strategies across multiple functions/teams remotely to ensure cohesion towards our outcomes
  • 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

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/