Lyft
Data Analyst, Product Insights, SCC
Lyft, San Francisco, California, United States, 94199
At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.
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.”
As a Data Analyst, you’ll partner directly with cross-functional stakeholders to identify opportunities and design solutions for improving our customers’ support experience. You’ll leverage your analytical expertise to deliver actionable insights and recommendations to drive quality business decisions with customer-facing impact. 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 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 new 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 leadership
Experience
Degree in a quantitative field like statistics, economics, applied math, operations research or engineering. Advanced degrees are preferred5+ 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 sources
Benefits:
Great medical, dental, and vision insurance optionsMental health benefitsFamily building benefitsIn addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off401(k) plan to help save for your future18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligiblePre-tax commuter benefitsLyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program
Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.
This role will be in-office on a hybrid schedule — Team Members will be expected to work in the office 3 days per week on Mondays, Thursdays and a team-specific third day. 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 San Francisco area is $114,000 - $140,000. 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.#J-18808-Ljbffr
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.”
As a Data Analyst, you’ll partner directly with cross-functional stakeholders to identify opportunities and design solutions for improving our customers’ support experience. You’ll leverage your analytical expertise to deliver actionable insights and recommendations to drive quality business decisions with customer-facing impact. 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 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 new 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 leadership
Experience
Degree in a quantitative field like statistics, economics, applied math, operations research or engineering. Advanced degrees are preferred5+ 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 sources
Benefits:
Great medical, dental, and vision insurance optionsMental health benefitsFamily building benefitsIn addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off401(k) plan to help save for your future18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligiblePre-tax commuter benefitsLyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program
Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.
This role will be in-office on a hybrid schedule — Team Members will be expected to work in the office 3 days per week on Mondays, Thursdays and a team-specific third day. 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 San Francisco area is $114,000 - $140,000. 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.#J-18808-Ljbffr