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 vision of the Safety & Customer Care (SCC) team is to foster long-term loyalty to Lyft with every support interaction. If we are successful, a Lyft customer will rarely interact with Lyft Support. But when that interaction occurs, their issue is resolved quickly, effectively, and with true care. For a Lyft customer, their experience of Support should be that "Lyft cares about me and made the experience easy."ResponsibilitiesPartner with Product, Engineering, Data Science & Analytics, Business Operations and other cross-functional stakeholders to achieve business goalsDevelop frameworks and scalable processes to drive decision-making and prioritizationDefine the metrics used to measure the success of strategic initiatives and health of our support platform; build dashboards to track metrics over timeDesign A/B tests and execute analyses to evaluate the impact of recent product features and operational improvementsWork closely with cross-functional partners to deliver data-driven insights and actionable recommendations for continuously improving the customer support experienceMonitor and diagnose KPI performance and present findings to senior leadershipExperienceDegree in a quantitative field like statistics, economics, applied math, operations research or engineering. Advanced degrees are preferred2+ years of hands-on technical experience in a data science role or equivalent analytical role in a high growth startupAbility to translate unstructured business problems into clearly defined requirements with minimal oversightStrong problem-solving and analytical skills with the ability to transition between detailed data and high-level business problemsExceptional communication (listening, written, and oral) skills with the ability to present findings & recommendations targeted to the audience in questionStrong interpersonal skills, with the ability to build relationships and trust across functions and work collaborativelyProficiency in SQL and Python with ability to independently break down large datasets and synthesize inputs from multiple sourcesBenefitsExtended health and dental coverage options, along with life insurance and disability benefitsMental health benefitsFamily building benefitsChild care and pet benefitsAccess to a Lyft funded Health Care Savings

📌 Analytics Lead, Scc (Toronto)
🏢 Lyft
📍 Toronto