Job Description

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.

The Product Operations Lead, Launch Readiness sits at the intersection of product development and operational excellence, specifically focused on Lyft Urban Solutions (LUS). This role is critical in ensuring seamless product launches by bridging the gap between technical product teams and customer support operations. You'll serve as a subject matter expert who anticipates launch needs, manages complex cross-functional initiatives, and ensures our support teams are equipped to deliver exceptional customer experiences from day one of any product release.

What the team is looking for:

• A proactive launch strategist who can anticipate needs and remove barriers before they impact customers
• Someone who excels at building strong cross-functional relationships and can influence without authority - partners include product, engineering, design, UX research, data science, and support operations
• A systems thinker who can translate complex product changes into clear operational strategies and support readiness plans
• A skilled communicator who can effectively connect product development timelines with operational capacity and customer impact
• Someone passionate about creating exceptional customer experiences through seamless launch execution

Responsibilities:

• Lead end-to-end launch readiness strategies for LUS products, developing deep understanding of both product and support agent experiences to ensure teams are prepared and equipped for successful rollouts
• Collaborate closely with product teams during development phases to understand upcoming launches and assess operational impact and support requirements
• Partner cross-functionally with both Tech and Operations teams to develop holistic launch strategies that prioritize customer experience
• Proactively identify potential launch risks and operational dependencies, creating effective mitigation strategies and contingency plans
• Manage multiple complex launch initiatives simultaneously, influencing resource allocation and timeline prioritization across teams
• Drive alignment by serving as the central knowledge hub for launch schedules, operational readiness status, and cross-team dependencies
• Serve as a mentor and resource for team members, providing guidance to enhance overall team performance and launch effectiveness

Experience:

• 2+ years of customer service experience
• 2+ years of project management experience
• Strong systems thinker with exceptional organizational / project management skills
• 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 actionable insights
• Ability to dive deeply into a problem and quickly assess risks and dependencies
• Comfort with changing priorities/timelines, flexible and adaptable with a growth mindset
• Knowledge of multi-channel systems, workflows, tools, and processes in a customer contact center
• Passion for Lyft, the ride-sharing community, and a drive to make a meaningful impact

Benefits:

• 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 — 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. 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

The expected base pay range for this position in the New York City area is $88,000 - $110,000. 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.

Job Tags

Similar Jobs