Job Description

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 Product Operations Lead, Launch Readiness sits at the intersection of product development and operational excellence, specifically focused on Lyft Urban Solutions (LUS). This role is critical in ensuring seamless product launches by bridging the gap between technical product teams and customer support operations. You'll serve as a subject matter expert who anticipates launch needs, manages complex cross-functional initiatives, and ensures our support teams are equipped to deliver exceptional customer experiences from day one of any product release.What the team is looking for:A proactive launch strategist who can anticipate needs and remove barriers before they impact customersSomeone who excels at building strong cross-functional relationships and can influence without authority - partners include product, engineering, design, UX research, data science, and support operationsA systems thinker who can translate complex product changes into clear operational strategies and support readiness plansA skilled communicator who can effectively connect product development timelines with operational capacity and customer impactSomeone passionate about creating exceptional customer experiences through seamless launch executionResponsibilities:Lead end-to-end launch readiness strategies for LUS products, developing deep understanding of both product and support agent experiences to ensure teams are prepared and equipped for successful rolloutsCollaborate closely with product teams during development phases to understand upcoming launches and assess operational impact and support requirementsPartner cross-functionally with both Tech and Operations teams to develop holistic launch strategies that prioritize customer experienceProactively identify potential launch risks and operational dependencies, creating effective mitigation strategies and contingency plansManage multiple complex launch initiatives simultaneously, influencing resource allocation and timeline prioritization across teamsDrive alignment by serving as the central knowledge hub for launch schedules, operational readiness status, and cross-team dependenciesServe as a mentor and resource for team members, providing guidance to enhance overall team performance and launch effectivenessExperience:2+ years of customer service experience2+ years of project management experienceStrong systems thinker with exceptional organizational / project management skillsSuccessful track record of managing multiple, concurrent initiativesConcise, direct, clear communicator with a proven ability to navigate difficult messages, eliminate ambiguity, and tactfully drive accountabilityAbility to think both tactically and strategically, and drive complex conversations that result in actionable insightsAbility to dive deeply into a problem and quickly assess risks and dependenciesComfort with changing priorities/timelines, flexible and adaptable with a growth mindsetKnowledge of multi-channel systems, workflows, tools, and processes in a customer contact centerPassion for Lyft, the ride-sharing community, and a drive to make a meaningful impactBenefits:Great medical, dental, and vision insurance options with additional programs available when enrolledMental health benefitsFamily building benefitsChild care and pet benefits401(k) plan to help save for your futureIn addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligibleSubsidized commuter benefitsLyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership ProgramLyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. 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, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.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 3 days per week 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. #HybridThe expected base pay range for this position in the New York City area is $88,000 - $110,000. 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.Total compensation is dependent on a variety of factors, including qualifications, experience, and geographic location. 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 Rocket Lab

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