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At Lyft, our purpose is to serve and connect. To do this, we start with our own community by creating an open, inclusive, and diverse organization. Lyft is seeking a Program Lead to join our Knowledge Base team within Safety and Customer Care. We are seeking a creative and forward-thinking Program Lead to join our Knowledge Base team. In this individual contributor role, you will concentrate on strategic elements of our Knowledge Base, developing content that is intuitive and readily accessible for support agents. Your work will enable them to deliver exceptional customer experiences while driving impactful solutions for complex projects and advancing our AI Assist Strategy. You will play a pivotal role in ensuring our content supports operational excellence and enhances customer satisfaction. In this role, you will work alongside content writers to execute strategies to create effective, straightforward, and high-quality content. In collaboration with key stakeholders in Operations, Product, and Engineering, you will enhance the end-to-end customer experience through streamlined support content, all with a customer-obsessed focus. Additionally, you will spearhead the vision, strategy, and implementation of AI-driven solutions to elevate our complex knowledge base. Your passion for continuous improvement and dedication to the customer will drive you to constantly seek opportunities to enhance their experience.
