Job Description

At Lyft, community is what we are and it’s what we do. It’s what makes us different. To create the best ride for all, we start in our own community by creating an open, inclusive, and diverse organization where all team members are recognized for what they bring.

The Assisted Service Design (ASD) Systems Architect is responsible for delivering end-to-end platform improvements that drive business outcomes for Customer Experience and Trust (CET). This role requires design thinking skills and familiarity with Customer relationship management toolsets to deliver scalable system interactions that contribute to a World Class CET associate experience. The user base of our associate CRM platforms is 3,500+ internal and global business partners - including customer experience associates and managers.

Responsibilities:

• Work with Lyft business partners to proactively understand opportunities to improve associate workflows, integrate systems, and scale processes - focused on driving key business outcomes.
• Work with Lyft business partners to brainstorm, design, and configure system workflow improvements.
• Partner with service design teams to configure appropriate channel submissions into our CET systems to improve customer experience.
• Monitor and analyze system real-time and historical performance metrics to debug and make improvements to customer and associate experience across CET tools.
• Collaborate with other members of the ASD team to implement system configurations that meet business objectives - including meeting business workflow requirements, managing a production cycle, versioning, technical documentation, and adhering to system design guides.
• Own launch successes by proactively communicating with business stakeholders to ensure seamless integration into business workflows - including, but not limited to, working with capacity planning, global partners, delivery leadership, and training.
• During and after launch, continuously gather feedback from user base and monitor success metrics to deliver iterative improvements to tools that increase impact on business outcomes.
• Collaborate with CET and product leadership to develop technical vision and strategy for meeting CET business outcomes.
• Perform routine maintenance activities on released solutions - typically escalated from ASD Help Desk or monitoring activities.
• Expected to participate in a 24/7 on-call rotation to respond to system outages
• Maintain high-quality project management principles - including clear business requirements, reasonable timelines, outcome metrics, and proactive communication and risk management with multiple stakeholders.

Experience & Skills:

• BA or BS in Information Technology, Masters degree a plus
• 3+ years experience administering, troubleshooting, and evaluating CRM and other Customer Experience tools
• Familiarity with CRM, Text Analytics, tNPS, Telephony and other Tools (ZenDesk, 8x8)
• Demonstrated capability outlining configuration options for hardware, software, and network requirements to ensure optimal CRM performance
• Background in IT and systems administration in a startup environment
• Experience with disaster prevention and recovery best practices
• Experience using issue tracking and documentation tools like JIRA and Confluence
• Commitment to quality, accuracy and consistency
• Commitment to teamwork and proven ability to collaborate across cross-functional teams
• Quick thinking self-starter who is comfortable with ambiguity and change
• Ability to work under pressure and adapt quickly to high pressure situations

Lyft is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Lyft does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Lyft will also consider for employment qualified applicants with arrest and conviction records.