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.

City Operations sits at the intersection between the data on the screen and the operations on the ground.  We tackle some of Lyft’s most challenging operational landscapes at Airports and City Venues while serving a wide variety of riders and drivers with our WAV and HVM/Livery products.

Our sustained investment in these verticals is a key differentiator for us.  Data and insights are at the heart of how Lyft makes business decisions, and our feedback from the field and subject matter expertise allow us to improve the Lyft experience for drivers, riders and B2B partners. 

The Operations Specialist, Venue Ops is responsible for identifying problems and executing on solutions that ensure drivers are provided with the most accurate location information possible when picking up riders. The Operations Specialist will monitor, investigate, and diagnose problems that require a level of human judgment and dot-connecting across various teams (map data, places search, venues, Lyft Business account management, support and partner engineering teams). The purpose of this role is to improve the experience of Lyft Business customers while providing customer-focused hospitality in every interaction and proactively identifying opportunities to enhance the venue experience, and drive growth across the Lyft platform. 

• Help create the foundation of location operations at complex places
• Develop a deep understanding of venue operations current state, competitive landscape, products/ tooling and metrics. Gather insights using mode, SQL, spreadsheets, and other analytical tools in order to help identify root causes
• Ingest missing location feedback and track the locations missing from our locations database. Work cross functionally to solve each problem and close the loop with the customer. 
• Support the Lyft Concierge API by proactively monitoring the number of rides where partner coordinates are being used due to no matching result being returned by places search. 
• Determine which are due to missing locations, and which are due to bad partner data. For those due to missing location, catalog those rides and submit them to the map data team for resolution.
• Investigate customer reported “bad pickup and drop off” experiences. Root cause the issue and solve with the relevant cross functional team
• Coordinate across mapping data curation, places data, search, venue ops, support and engineering teams to resolve complex location related issues. 
• Support internal and external requests submitted to the Venue Ops Jira service desk.
• You are responsible for creating an optimal experience for riders, drivers, and partners at major venue locations across North America.
• Audit Tier 1 venues to drive performance and improve the rider/driver experience improving conversion. 

• Experience managing large cross-functional projects and teams in fast-paced and sometimes ambiguous environments
• Experience with places data curation, venues and mapping curation
• Cross-functional leader who excels at building relationships and is comfortable leading business partners
• Strong interpersonal skills and the ability to influence and collaborate up and down the organization, as well as with external stakeholders
• Strong oral and written communication skills, and extreme attention to detail
• Passion and resourcefulness to solve ambiguous, undefined problems
• Ability to manage multiple projects at once and prioritize impact 
• Quantitative thinker: Proficient in G Suite (Gmail, Google Docs, Google Sheets, etc), Excel (SQL is a plus!), and have experience building forecast models and analyzing complex data sets to inform decisions
• Team Player: You're positive, optimistic, and willing to help out wherever needed; you support your team in brainstorming and always keep stakeholders up to date through your world-class verbal and written communication skills

• Professional and stable working environment.
• The latest technology and equipment you need.
• English classes with native speakers.
• Potential to work remotely, including out of country (dependent on work authorizations).
• 28 calendar days for vacation and up to 5 paid days off.
• 18 weeks of paid parental leave. Biological, adoptive and foster parents are all eligible.
• Mental health benefits.
• Family building benefits.

This role will be in-office on a hybrid schedule — 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.