Service Delivery Manager

    • New York, NY

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.

Lyft is looking for an energetic team-player, with a strong background in operations to join our Bike and Scooters team. You will work with our local bike and scooter markets to manage front-line process control and process optimization of our front-of-house and depot-based service delivery operations. You will also be a skilled manager who can easily lead a team of leads and associates from a centralized role to support our local markets and their contract operating partners in achieving process excellence and best-in-class operations. 

If you share our vision for transportation that empowers local communities, reduces our environmental footprint and brings people together, we’d love to meet you!

Responsibilities:


  • Managing a team of four that is responsible for front line process control over front-of-house service delivery processes and depot operations, which includes: 

    • Deployment and collection of bikes, scooters and other future rideable platforms

    • In-field battery swapping operations for platforms with motor assist components

    • Customer-facing valet operations

    • Depot organization and flow

    • Spare parts inventory management at depots and maintenance facilities

    • Battery charging and integrity management, including inspections, testing and general life-cycle management



  • Managing a quality assurance program to assess process compliance across all local markets in all functions and ensure sustainable corrective actions are put in place by our operators

  • Standing up local market feedback loops to support knowledge-sharing and opportunities for process optimization 

  • Ensuring safety protocols are in place and observed 

  • Partnering with engineering, operations, and external operators  to achieve business line objectives and key results, while monitoring supporting KPIs to assess overall local market health


Experience:

  • 7+ years of operations experience involving human and physical processes, ideally in an environment heavily dependent on front line workforces

  • 3+ years leading a team of direct reports and individual contributors

  • Excellent cross-functional collaborator and partner, you find win-wins for all parties 

  • Demonstrated ability to quickly grasp complex problems, with communication skills to work with a variety of stakeholders

  • Ideal candidates will have some combination of the following attributes: 

    • Experience in lean, six sigma, 5S (or similar systems), including direct implementation experience

    • Fluency in operational KPIs, including the ability to determine root-cause drivers of positive and negative trends. Experience with 5-whys, Fishbone, FMEA, or other root cause tools

    • Warehouse management and optimization experience, including spare parts management in the transportation sector

    • Experience in field services, including operations that involve technicians



  • Ability to travel 25-30%


Benefits:

 



  • Great medical, dental, and vision insurance options

  • In addition to 11 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


Lyft is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Lyft does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Lyft will also consider for employment qualified applicants with arrest and conviction records.


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