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. Within Lyft, the Lyft Urban Solutions (LUS) team delivers micromobility solutions. Our Montreal office is the birthplace of North America's first automated bike-share system, Bixi, which has since revolutionized urban mobility. Today, our pioneering solutions are deployed in more than 50 cities worldwide, including Barcelona, Bogota, Boston, Buenos Aires, Chicago, Dubai, London, Madrid, Mexico City, Montreal, New York, Rio de Janeiro, San Francisco, and Washington DC.  

We are seeking a dynamic and strategic leader of Contract Delivery Management (CDM) to lead our critical post-sales operations. This role will oversee three key teams: New Market Launches, Customer Support, and Technical Account Management, ensuring seamless delivery and exceptional service to our city partners and operators. This leader will be instrumental in establishing and optimizing processes, driving customer satisfaction, and ensuring the successful execution of our contracts. This leader will play a crucial role in leading various governances, process creation, and the implementation of key projects such as the spare parts business model and the holistic customer support model.

If you are passionate about creating efficient, customer-centric operations and have a proven track record of managing complex processes, projects and cross functional teams, we invite you to join us in shaping the future of urban mobility.

• Lead and empower teams across New Market Launches, Customer Support, and Technical Account Management, building a collaborative, accountable, and continuously improving environment to drive high performance and strategic alignment.
• Ensure successful market launches and seamless transitions by overseeing new market execution and ensuring proper contract handoffs from sales.
• Develop and implement strategies and governance frameworks to ensure internal operational excellence and maximize customer satisfaction.
• Enhance service delivery and efficiency by leading the implementation of new spare parts processes.
• Optimize support operations and resolve complex client issues by overseeing the Zendesk redesign & redeployment to ensure exceptional customer service.
• Strengthen client partnerships and improve performance management by maintaining strong relationships with city partners and overseeing SLA and KPI management.
• Drive data-informed decision-making and performance improvements by monitoring KPIs and generating regular contract delivery reports.
• Mitigate risks and continuously improve processes through data analysis and by assessing risks associated with contract delivery and customer satisfaction.

• 10+ years of proven experience in contract delivery management, preferably within a commercial or public procurement environment.
• Strong leadership and team management skills, with a track record of building and developing engaged and high-performing teams.  
• Extensive experience in process optimization and implementation, particularly in customer support and project management.
• Proficiency in using CRM and ticketing systems, such as Zendesk, to leverage data for actionable insights and operational improvements.
• Excellent project management skills, with the ability to manage multiple projects simultaneously.
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with internal and external stakeholders.  
• Proven ability to develop and implement strategic plans to improve operational efficiency and customer satisfaction.  
• Knowledge of micromobility systems in a public environment, a plus.
• Ability to travel 15-20% of the time.
• Excellent oral and written communication in French and English (for interacting with English-speaking colleagues and clients outside of Quebec).

• Extended health and dental coverage options, along with life insurance and disability benefits
• Mental health benefits
• Family building benefits
• Pet benefits
• Access to a Lyft funded Health Care Savings Account
• RRSP plan to help save for your future
• In addition to provincial observed holidays, salaried team members are covered under Lyft's flexible paid time off policy. The policy allows team members to take off as much time as they need (with manager approval). Hourly team members get 15 days paid time off, with an additional day for each year of service 
• Lyft is proud to support new parents with 18 weeks of paid time off, designed as a top-up plan to complement provincial programs. Biological, adoptive, and foster parents are all eligible.
• Subsidized commuter benefits

Lyft is committed to creating an inclusive workforce that fosters belonging. Lyft believes that every person has a right to equal employment opportunities without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law or by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.  Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process. Please contact your recruiter if you wish to make such a request.

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 at least 3 days per week, including 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. #Hybrid