Support Process Program Manager

Lyft

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 SCC Team Coach is responsible for driving strong outcomes for our customers via ensuring our customer facing teams within SCC are achieving their goals.  They’re a partner to the Team Lead, providing ongoing coaching, data analysis, project support, and daily ‘floor leader’ responsibilities. This work includes acting as a subject matter/process expert in training, quality, the work their team does day to day, and supervising operations.  The Team Coach  is an expert within a team or channel. This role will be a resource for their line of business on their shift by answering associate questions, handling escalations, and sharing updates. The Team Coach will proactively identify opportunities for continuous operational improvement  through root cause analysis, deep dives into tickets or data, and shadowing interactions. Based on these learnings, they’ll work with their Team Lead and cross-functional partners to implement short and long term solutions to improve overall outcomes for our customers.  The ideal candidate is enthusiastic about creating an unequaled level of service for the Lyft community. This candidate is caring and compassionate, and able to have a strong sense of empathy in difficult situations.  They’re focused and organized in an incredibly fast paced work environment, able to work through ambiguity, and adept at root cause analysis and continuous improvement.  RESPONSIBILITIES * Identify gaps in associate content and process creation and improvement - working with content teams and support services as needed to make changes or updates to content.  * Participate in closed loop processes to validate and prioritize feedback from multiple sources such as Compass feedback, quality calibrations, etc * Attend SCC quality calibrations and complete agent audits * Perform quality reviews/audits to identify opportunities for process improvement and/or performance opportunities that drive right resolve and experience for customers * Assist in the development and presentation of Weekly/Monthly/Quarterly Business Reviews * Responsible for change management for process and operational changes to teams as needed * Supervise daily team operations * Act as a subject matter expert in and identify training needs, training creation, and/or partner with training as SMEs as needed * Support the SCC team and SCC Leadership by coordinating closely with in-house Safety, Customer Experience, Communications, Press, and Legal teams to respond to internal and external stakeholders around escalations as needed * Expert on team available over Slack and on the floor for their team during their shift to help deliver best in class service * Assist in onboarding new associates in CET culture and outcomes * Coaching on customer experience * Execute NPS program calling detractors and promoters * Responsible for interval service level and maintaining associate engagement in delivering timely support * Proactively identifies operational improvements * Responsible for maintaining team knowledge base (recipes) * Proactively communicate releases and team updates * Consistently produces actionable, error-free work * Available and present for their team during their shift to help deliver best in class service for our team and our customers * Support the growth and development of the Customer Cares team through active engagement in the onboarding and training process * Flexible, adaptable, and able to support new business initiatives to drive improvements for our customers and associates * Deliver an exceptional, personalized service experience for Lyft users, through all channels that our Safety and Cares teams cover (phone, email, chat, social, etc.) * Provide friendly, timely support to escalated Lyft drivers and riders via phone, chat, social or email * Conduct quality audits and have side-by-sides with associates * Analyze data and proactively identify operational improvements EXPERIENCE & SKILLS * 1+ years experience as team lead/team coach or related * Fluent in spoken and written English, with strong customer communication skills * Flexible schedule, willing to work off­ hours and weekends * Comfortable working in GSuite Experience in JIRA and Tableau is a plus! * Proficient in critical workflows and processes with ability to act as a subject matter expert * Excellent organization skills, time management skills, and the ability to prioritize tasks to meet business needs * Clear and concise written communication skills * Comfortable in a fast-­paced environment, subject to rapid change and uncertainty Commitment to quality, accuracy, and consistency * Strong presentation skills * Flexible schedule, willing to work non-traditional hours, weekends and holidays to support our communications, press, and safety teams. * Friendly and enthusiastic, social personality * Demonstrates empathy and the ability to take initiative on doing the right thing for the customer * Advanced problem-solving skills ­with the ability to think creatively to resolve difficult situations * Ability to quickly learn web­-based user support applications * High level of comfort and familiarity with smartphone applications (iPhone and Android) Please submit your resume in English.

Lyft

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. Lyft’s Safety Team is looking for a caring and empathetic individual to be part of the highest level of Safety response. This person will assist and support current Compassionate Care Sr. Associates and Specialists as the first response to customers involved in the most egregious incidents that occur on the Lyft platform. You must be able to provide a sense of comfort to customers involved in traumatic situations, as well as identify potential ways we can support them as they move forward and recover.  You must be comfortable working with Safety and Customer Cares team members, acting as the subject matter expert for all things Safety-related. Communicating confidently, efficiently and effectively is key, turning complex incidents and customer needs into concise reports for Safety leadership. We’re looking for someone who has the confidence and creativity to continue elevating Lyft’s Safety Support as the standard in world-class customer care. RESPONSIBILITIES: * Be a strong, caring, and empathetic victim advocate for the Lyft community. * Act as the highest level of escalation for our Safety Support teams. * Focus on building trust and long-term relationships with customers during extremely sensitive situations to ensure they feel supported. * Respond with empathy and sound judgment, working with the customer end to end. * Identify potential risks, mediate, and diffuse escalated situations. * Support other tiers of Safety Support with case reviews. * Partner with the Lyft Operations Center on credible threats to team members or locations * Partner with the Crisis Communications team on safety incidents involving media. * Partner with the Safety Policy and Community Compliance team on escalated cases that require review. * Learn and maintain advanced levels of training focused on supporting and being a victim advocate for customers after a safety incident. * Ability to operate autonomously while focusing on customer needs.  * Support leadership in developing and implementing projects by providing insight into current data and process improvements for the Safety org. * Flexible schedule, willing to work non-traditional hours, including nights and weekends. EXPERIENCE: * 2+ years experience in managing multiple cases while supporting customers involving extremely sensitive customer issues. * Experience in a fast-paced, growing environment. * Able to manage their own stress levels while providing world-class care to customers who have been through a potentially severely traumatic incident. * Proven ability to operate and demonstrate sound judgment in gray areas and under high pressure. * A great listener, empathetic, and sensitive to our individual community members’ needs. * Impeccable communication skills, both written and verbal. * Excellent multi-tasking skills, able to set own priorities and manage time effectively. * Self-motivated and ready to take on highly escalated callers at a moments notice. * Operate with high standards and integrity. * Passion for Lyft and our mission. * Bilingual a plus! Please submit your resume in English.

Mongodb

As a Senior Customer Success Manager, you are a highly experienced advisor helping customers navigate their most complex journeys on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of Enterprise (G2000) accounts, acting as a lead strategic connector between your customers and cross-functional resources to achieve high-stakes business goals. You’ll drive customer retention, revenue realization, and long-term advocacy while mentoring team members to elevate the organization's collective impact. You’ll build deep relationships with senior stakeholders, understand intricate technical environments inside and out, and navigate global account teams to deliver measurable impact in high-pressure scenarios. We are looking to speak to candidates who are based in  Mexico City for our hybrid working model. KEY RESPONSIBILITIES Customer Advisory * Proactively identify and mitigate risks in accounts with significant technical complexity by advising on advanced operational strategies and best practices. Deliver cross-disciplinary solutions to critical customer challenges, accelerating time-to-value and guiding to achieve their business goals through their MongoDB deployments * Conduct comprehensive customer business reviews for Enterprise accounts, analyzing technical health and risk while translating insights into business-critical outcomes. Partner with senior technical and business leaders to align on objectives and champion mutual success plans that foster long-term advocacy Account & Portfolio Management * Drive cross-functional development of account strategy and take ownership of elements that drive customer maturity, lifetime value, retention, and revenue realization. Proactively manage a diverse portfolio of Enterprise customers across various stages of the journey, creating and executing strategies to maximize value realization, advocacy, and long-term success * Track and report progress against key business outcomes, demonstrate control of the forecast by providing informed predictions to senior leadership for business predictability, and identify new opportunities to expand customer impact by collaborating with presales teams * Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Leverage AI fluency to enhance customer engagement processes, driving efficiency and productivity in delivering technical solutions Internal Collaboration & Customer Advocacy * Amplify the voice of the customer within MongoDB, leveraging technical insights and customer perspectives to influence MongoDB’s product roadmap and coordinate across Sales, Product, Services, and Support to drive long-term health and value realization * Connect customers with the right internal resources, including Executive Sponsor engagement, while contributing to regional and global best practices to strengthen team success and act as a force multiplier for the organization * Support team growth by participating in the interview and ramping process for new hires, coaching peers to foster development and knowledge-sharing across the region WHAT YOU WILL BRING * Relevant Experience: 7 to 10+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product * Accountability: 4+ years experience being accountable for customer health and revenue realization for Enterprise customers * Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes and solve complex problems across varying audience types from Developers to C-suite * Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience ABOUT MONGODB MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure. With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software. Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB. To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world! MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter. MongoDB is an equal opportunities employer. Req. ID: 2273453935