Data Analyst, Product Insights, SCC

$114,000 - $140,000/Yr

Socotra - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

Health and Personal Care Retailers

About the position

At Lyft, our mission is to improve people's lives with the world's best transportation. To achieve this, we focus on creating an open, inclusive, and diverse organization. The Safety & Customer Care (SCC) team aims to foster long-term loyalty to Lyft with every support interaction. Our goal is to ensure that when a Lyft customer interacts with our support, their issue is resolved quickly, effectively, and with genuine care. We want our customers to feel that "Lyft cares about me and made the experience easy." As a Data Analyst, you will partner directly with cross-functional stakeholders to identify opportunities and design solutions that enhance our customers' support experience. You will leverage your analytical expertise to deliver actionable insights and recommendations that drive quality business decisions with a customer-facing impact. The ideal candidate is a critical thinker and exceptional problem solver who can build strong relationships with different teams and 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 goals.
• 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.
• Design A/B tests and execute analyses to evaluate the impact of new product features and operational improvements.
• 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.

Requirements

• Degree in a quantitative field like statistics, economics, applied math, operations research or engineering. Advanced degrees are preferred.
• 5+ years of hands-on technical experience in a data science role or equivalent analytical role in a high growth startup.
• Ability to translate unstructured business problems into clearly defined requirements with minimal oversight.
• Strong problem-solving and analytical skills with the ability to transition between detailed data and high-level business problems.
• Exceptional communication (listening, written, and oral) skills with the ability to present findings & recommendations targeted to the audience in question.
• Strong interpersonal skills, with the ability to build relationships and trust across functions and work collaboratively.
• Proficiency 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 options
• Mental health benefits
• Family building benefits
• Unlimited paid time off for salaried team members
• 15 days paid time off for hourly team members
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave for biological, adoptive, and foster parents
• Pre-tax commuter benefits
• Lyft Pink - exclusive opportunity to test new benefits of our Ridership Program