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.

Lyft is seeking a Program Lead to join our Knowledge Base team to lead support content initiatives.

We are seeking a creative and forward-thinking Program Lead to join our Knowledge Base team, with a problem-solving mindset and the ability to identify, and address, knowledge gaps. In this role, you will concentrate on strategic elements of our Knowledge Base, developing operational support strategies that are intuitive and readily accessible for customers and agents. Your work will enable agents to deliver exceptional customer experiences, and ensure customers can easily locate relevant help articles, allowing self-service to answer common questions and solve simple issues. 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. Your passion for continuous improvement and dedication to the customer will drive you to constantly seek opportunities to enhance their experience.

If you are passionate about curating, developing and revolutionizing knowledge management systems, we’d love to talk to you.

• Define and drive the horizontal content strategies for Lyft’s Support teams and help articles on the web and in-app, ensuring alignment with broader business objectives.
• Lead content initiatives with a support design focus, managing team resources, internal deadlines, and cross-functional collaboration.
• Simplify complex concepts, workflows, and policies into clear, accessible, and consistent language that resonates with our customers and has ease of use for agents
• Drive continuous improvement by soliciting feedback from stakeholders, regularly refining processes, and advancing the effectiveness of the Knowledge Base
• Foster strategic relationships with cross-functional leaders in Product, Communications, Marketing, and Operations to ensure alignment of content strategies and seamless execution.
• Collaborate with Product and Engineering teams to enhance knowledge platform capabilities
• Leverage data-driven insights to shape the direction of support workflows and help center information architecture, driving measurable improvements in customer experience.
• Monitor KPIs and use insights to provide consistent reports on Knowledge Management performance and effectiveness
• Build and maintain shared content standards, templates, and style guides across all tools and platforms
• Ensure high-quality content delivery, managing large-scale content initiatives while adhering to project timelines and communicating updates or challenges to stakeholders.
• Identify opportunities within Knowledge Management processes for implementation of emerging technologies, such as AI and automations

• 4+ years of experience in knowledge management, content strategy, or technical writing, preferably in a support or customer service environment
• Proven ability to thrive in a fast-paced, dynamic environment, handling ambiguity and frequent reprioritization with ease while maintaining focus on high-impact initiatives
• Experience working with knowledge base tools and platforms, such as Contentful, Zendesk, Salesforce, Confluence, or similar systems.
• Experience with project management and task management tools, such as Jira, with a specific focus on Scrum Methodology.
• Data-driven mindset with the ability to leverage analytics and performance metrics to drive content decisions.
• Knowledge of JSON, Java, HTML, and CSS a plus

• Great medical, dental, and vision insurance options with additional programs available when enrolled
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• 401(k) plan to help save for your future
• In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Subsidized commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. 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, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

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 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, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the Nashville 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.

Total compensation is dependent on a variety of factors, including qualifications, experience, and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.