Program Lead, Support Content

At Lyft, our mission is to improve people's lives with the world's best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

Lyft is looking for an experienced candidate to join our Safety & Customer Experience team as a Program Lead for the Support Content team. Our Support Content team is responsible for providing a best-in-class experience to our Riders and Drivers who interact with our help content, enabling them to solve their own issues without contacting support. The Support Content Program Lead develops the strategy and resources to make that happen. The ideal candidate for this role is intellectually curious, thorough, analytical, and undaunted by research and fast-paced change.

You'll be responsible for leading a team of content writers, developing strategies for effective and accessible content, and maintaining high quality content. You will define content strategy for new launches and ensure the information architecture is right for our customers. You'll collaborate with peers in Product Operations, Associate Content, and Engineering teams to improve the end-to-end customer experience through accessible support content, including alignment with an effective help enablement strategy. And you will do all of this by balancing long-term objectives against immediate needs, always ensuring that Lyft is there to support our customers.

This role will report to the Knowledge Base Program Manager and will support Lyft's Help content ecosystem.

Responsibilities:

• Help define and execute the external support content strategies for Lyft's Safety and Customer Care organization

• Own and manage key roadmap initiatives that serve our business in the short and long term

• Use data to uncover help content strategies and improvements that impact the customer experience

• Develop an understanding of all existing content tools and create a unified with the Knowledge Base organization Manage relationships with cross functional partners in Product, Comms, Marketing, and Operations to ensure alignment in strategy and consistency in execution

• Strategize on how to deliver effective content for various topics; write and edit copy for Lyft's public-facing help content (web and in-app), including articles, process maps, glossary terms, customer support messages, as well as other support materials

• Translate complicated concepts, processes, workflows, policies, or legal documents into jargon-free copy that makes sense to drivers and riders

• Monitor content usage; evaluate and establish success metrics for content effectiveness and define strategies that increase content accuracy, findability, and clarity

• Produce high-quality content deliverables, while adhering to defined project plans,deadlines, and communicate progress/blockers to stakeholders

• Operates well in ambiguity and can easily make adapt project plans due to changing timelines

• Gather feedback from key stakeholders to continuously improve support content and team processes

• Obsess over continuous improvement by gathering feedback from key stakeholders and monitoring content performance

• Balance long-term project management with ongoing ad hoc requests and tight timelines

• Act as a team leader and take point on hiring and building a diverse team. Set vision and goals for the team, and be accountable for the team's accomplishments and performance. Mentor and manage team members on writing style and strategy.

Experience:

• 3+ years experience of writing and editing for a technical and/or enterprise customer support audience

• 3+ years leading teams of copywriters

• Experience with content strategy, content design, or information architecture concepts

• Strong copywriting and editing skills, including impeccable spelling and grammar

• Successful track record of managing multiple, concurrent initiatives

• Concise, direct, clear communicator with a proven ability to navigate difficult messages, eliminate ambiguity, and tactfully drive accountability

• Ability to think both tactically and strategically, and drive complex conversations that result in a high quality self service help experience

• Comfort with changing priorities/timelines, flexible and adaptable with a growth mindset

• Passion for Lyft, the ride-sharing community, and a drive to make a meaningful impact

• Familiarity with large scale customer support operations is a plus

• Experience with Contentful, Github, and Jira tooling is a plus

• Familiarity with AI content strategy is a plus

Benefits:

• Great medical, dental, and vision insurance options

• Mental health benefits

• Family building benefits

• In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off

• 401(k) plan to help save for your future

• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible

• Pre-tax commuter benefits

• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. 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 or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville - Team Members will be expected to work in the office 3 days per week on Mondays, Thursdays and a team-specific third day. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year.

The expected base pay range for this position in the Nashville, TN area is $68,880 - $86,100 . 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.