Program Manager, Safety & Customer Care, Lyft, CA

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. 

Lyft is seeking an experienced Program/Project Manager to drive transformational initiatives across our Safety & Customer Care (SCC) organization. We are looking for an exceptional candidate that will lead complex, enterprise-scale programs at the intersection of AI innovation, operational excellence, and customer experience transformation. You'll work directly with VPs and senior leadership to execute complex/strategic initiatives that impact our global support organization, our network of BPO partners across multiple continents, and millions of customer interactions annually.

The Safety & Customer Care (SCC) team is responsible for keeping riders & drivers on our platform safe and helping users resolve their issues quickly so they can get back on the road. SCC plays a key part in delivering on Lyft’s overall strategy by guaranteeing the promises we make to our customers and making things right when they go wrong. We work with a wide variety of teams & stakeholders across the company to build a safe, seamless and delightful experience for Lyft’s community of drivers and riders.

Responsibilities:

• Strategic Program Leadership: Own & drive 3-5 concurrent org-wide programs with multiple cross-functional stakeholders. Build alignment and cement decision making thoughtfully and efficiently. Define program strategy, success metrics, and ROI models for executive decision making
• AI & Technology Transformation: Lead complex technical migrations coordinating between Engineering, Product, Legal, and Operations teams. 
• Operational Excellence at Scale: Plan and successfully implement new programs, processes, and systems to improve execution and productivity across 1000+  team members
• Stakeholder & Change Management :Build trust and influence across all organizational levels without formal authority while navigating complex organizational dynamics to drive consensus among competing priorities across teams.Maintain a consistent communication strategy for informing execs, leadership, teams & stakeholders of progress, and roadblocks (with actions)

Experience:

• Minimum 5+ years of Project Management experience
• Bachelor's degree in Business, Engineering, Computer Science, or related field
• Strong systems thinker with exceptional organizational / project management skills
• Experience with conversational AI platforms and LLM implementations in production environments
• Successful track record effortlessly managing multiple, concurrent, high visibility initiatives
• Concise, direct, clear communicator with a proven ability to navigate difficult messages, eliminate ambiguity, and tactfully drive accountability 
• Ability to think both tactically and strategically, and drive complex conversations that result in actionable insights
• Passion for Lyft, the ride-sharing community, and a drive to make a meaningful impact
• Ability to dive deeply into a problem and quickly assess risks and dependencies
• Core Competencies:
  • Systems Thinking: Ability to see connections between disparate workstreams and optimize for global rather than local maxima
  • Executive Presence: Comfort presenting to and challenging C-suite executives while maintaining collaborative relationships
  • Data-Driven Decision Making: Balance quantitative analysis with qualitative insights to drive informed decisions
  • Ambiguity Navigation: Thrive in undefined problem spaces while creating structure and clarity for teams
  • Cultural Intelligence: Navigate diverse stakeholder groups across US, LATAM, and EU markets with sensitivity and effectiveness
  • Technical Fluency: Speak credibly with engineers about system architecture while translating complexity for non-technical audiences

Bonus: Strong technical acumen with hands-on experience in AI/ML implementations, platform migrations, or enterprise SaaS deployments

Benefits:

• Extended health and dental coverage options, along with life insurance and disability benefits
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• Access to a Lyft funded Health Care Savings Account
• RRSP plan to help save for your future
• In addition to provincial observed holidays, salaried team members are covered under Lyft's flexible paid time off policy. The policy allows team members to take off as much time as they need (with manager approval). Hourly team members get 15 days paid time off, with an additional day for each year of service 
• Lyft is proud to support new parents with 18 weeks of paid time off, designed as a top-up plan to complement provincial programs. Biological, adoptive, and foster parents are all eligible.
• Subsidized commuter benefits

Lyft is committed to creating an inclusive workforce that fosters belonging. Lyft believes that every person has a right to equal employment opportunities without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law or by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.  Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process. Please contact your recruiter if you wish to make such a request.

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 — Team Members will be expected to work in the office at least 3 days per week, including 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. Your recruiter can share more information about the various in-office perks Lyft offers. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the Toronto area is CAD $108,000 - $135,000. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.