Training Manager

Lyft   •  

Nashville, TN

Industry: Transportation Services


5 - 7 years

Posted 370 days ago


  • Ensure a consistent and delightful customer experience across a rapidly growing team of 2000+ Customer Experience team members by building and scaling a robust training program
  • Using a data-driven approach, identify and promote continuous improvement opportunities in customer experience training, process and policies
  • Manage a team of Training Specialists who are responsible for the creation and launch of instructor-led training, webinars, seminars, training videos, job aids, and eLearning globally
  • Oversee daily operations of the Training team, including leading team meetings, performance management and mentorship to enable career development
  • Work cross-functionally to continuously identify gaps in the customer support experience; develop and execute strategies to close those gaps to ensure the ideal Lyft customer experience
  • Communicate strengths and challenges to fellow business leaders
  • Participate in overall CET strategy and help shape the ideal Lyft customer experience
  • Align process strategy with overall CET outcomes and goals
  • Directly responsible for building out tracking and performance management systems related to training with a focus on managing/scaling strategic training delivery

Your Experience & Skills

  • Be aligned with Lyft’s Core values: Make it Happen, Uplift Others, Create Fearlessly and Be Yourself
  • A passion for creating delightful customer experiences
  • 5+ years of training and/or customer service management experience
  • 3+ years working with “out of the box” LMS systems, including data mining and reporting
  • 3+ years of experience managing teams, including performance management and career development
  • 2+ years of experience with instructional design
  • 2+ years experience collaborating with or directly managing content designersExperience leading a team of at least 5 trainers or more
  • Bachelor's degree in relevant discipline required
  • Master's degree in Adult Learning, Instructional Design, Organizational Development, or related discipline strongly preferred
  • Direct experience pulling data and creating reporting in Excel
  • Self-motivated and a drive for excellence
  • Exceptional analytical, listening, writing and oral skills
  • Strong interpersonal skills, with the ability to build relationships across functions and work collaboratively