The ideal candidate is a critical thinker and exceptional problem solver who can build strong relationships with different teams, and who is eager to serve as a leader within the broader Support organization to drive our business forward.

Responsibilities

• Partner with Product, Engineering, Data Science & Analytics, Business Operations and other cross-functional stakeholders to achieve business goals
• Develop frameworks and scalable processes to drive decision-making and prioritization
• Define the metrics used to measure the success of strategic initiatives and health of our support platform; build dashboards to track metrics over time
• Design A/B tests and execute analyses to evaluate the impact of new product features and operational improvements
• Work closely with cross-functional partners to deliver data-driven insights and actionable recommendations for continuously improving the customer support experience
• Monitor and diagnose KPI performance and present findings to senior leadership

Experience

• Degree in a quantitative field like statistics, economics, applied math, operations research or engineering. Advanced degrees are preferred
• 5+ years of hands-on technical experience in a data science role or equivalent analytical role in a high growth startup
• Ability to translate unstructured business problems into clearly defined requirements with minimal oversight
• Strong problem-solving and analytical skills with the ability to transition between detailed data and high-level business problems
• Exceptional communication (listening, written, and oral) skills with the ability to present findings & recommendations targeted to the audience in question
• Strong interpersonal skills, with the ability to build relationships and trust across functions and work collaboratively
• Proficiency in SQL and Python with ability to independently break down large datasets and synthesize inputs from multiple sources

Benefits:

• Great medical, dental, and vision insurance options
• Mental health benefits
• Family building benefits
• In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Pre-tax commuter benefits
• Lyft Pink – Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program