About this role
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.”
As an Analytics Lead, 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
• Own the analytical integrity of safety data at Lyft. Set the definitions, inclusion criteria, and reconciliation logic behind every stated figure.
• Serve as the primary data liaison to external data auditors, ensuring clarity, consistency, and quality of safety data used in external reporting.
• Maintain documentation standards that ensure continuity across reporting cycles and compliance with reporting requirements.
• Run the publication cycle end to end: definitions freeze, data lock, QA, leadership review, sign-off. Catch definitional drift before it reaches a published number.
• Serve as the analytics counterpart to Business, Legal, Policy, and Communications on Safety data.
• Move safety reporting from volume counts to diagnosis: which categories are growing, where reported incidence diverges from actual, which interventions move outcomes.
• Own the roadmap for the Trust & Safety reporting portfolio: what gets measured, automated, or retired, and in what order.
• Set the technical standard for analysts on the safety portfolio: metric definition review, query review, documentation, reproducibility. Mentor junior analysts.
• Partner with Product, Engineering, Data Science, Business Operations, Legal, and Policy to turn insight into decisions.
• Develop frameworks and scalable processes to drive decision-making and prioritization
• Define the metrics used to measure the success of strategic initiatives and health of our support platform; build dashboards to track metrics over time
• Work closely with cross-functional partners to deliver data-driven insights and actionable recommendations for continuously improving the customer support experience
• Monitor and diagnose KPI performance and present findings to senior leadership
Experience
• 5+ years h