Program Lead, Customer Impact

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

The Customer Impact Team Lead will drive the strategic vision and operational excellence of Lyft's Customer Impact team within Specialized Support. This leader will champion our mission to connect user stories with data to build empathy and advocate for a better, more reliable user experience. You will lead a specialized, cross-functional team that collaborates with Product, Engineering, Customer Cares, and Product Operations to eliminate customer pain through systematic identification, investigation, and escalation of bugs and flawed user experiences.

**Responsibilities**:

- Lead, mentor, and develop a team of Customer Impact Senior Specialists
- Define and execute the long-term strategic vision for the Customer Impact team
- Establish and maintain key performance indicators and success metrics for the team
- Build & maintain strong partnerships with senior leadership across Product, Engineering, and Operations to influence product roadmaps and prioritization
- Drive cross-functional initiatives to systematically reduce customer pain points and improve the user experience
- Foster a culture of technical excellence, customer advocacy, and continuous improvement
- Design career development pathways and provide growth opportunities for team members
- Establish and maintain robust monitoring, escalation, and resolution workflows across Jira, Sentry, Zendesk, and internal tools
- Implement data-driven approaches to bug prioritization and impact assessment

**Experience**:

- 3+ years of people management experience leading technical support or customer experience teams
- Proven track record of building and scaling high-performing teams in fast-paced, ambiguous environments
- Experience influencing stakeholders and driving cross-functional initiatives
- Strong coaching and mentorship abilities with demonstrated success in developing talent
- Experience with agile development processes, JIRA, ticketing systems, and monitoring platforms
- Ability to identify patterns, root causes, and systematic solutions to customer pain points
- Experience translating technical issues into business impact and strategic recommendations
- Strong project management skills with ability to manage multiple complex initiatives
- Outstanding written and verbal communication skills with ability to present to executive audiences
- Proven ability to build trust and credibility with technical and non-technical stakeholders
- Unwavering commitment to customer experience and advocacy
- Self-motivated with strong bias toward action and results
- Intellectual curiosity and passion for continuous learning and improvement
- High integrity with ability to handle confidential and sensitive information
- **PREFERRED**:

- Background in product management or technical program management
- Proficiency in SQL, data analysis, and technical investigation tools a plus
- Track record of implementing operational excellence frameworks (Lean, Six Sigma, OKRs, etc.)
- Previous experience leading team turnarounds or organizational restructuring initiatives

Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Mexico City — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

Please submit your resume in English.