.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. Lyft is looking for an experienced candidate to join our evolving Safety & Customer Care team as a Project Manager. This individual is responsible for advocating and establishing a 'Customer Obsessed' culture within the company, and is happy and comfortable in a fast-paced, ever-changing environment.Since 2020, Lyft Mexico has been building its team and in May 2022, we opened an office in the heart of Mexico City. We have grown to more than 200 team members across key business areas in the country, and we are looking to continue growing by providing team members with the best work experience.As a Project Lead focusing on Customer Care, you'll be responsible for understanding and articulating the needs of various parts of the Core Support business and translating those needs into requirements for a diverse set of stakeholders including product, operations, policy, comms and other cross-functional partners. Through close collaboration, you can influence people to excellent outcomes and ensure the best safety experience possible when something new launches.Responsibilities:Develop a deep understanding of requirements for various business units; drive strategic plans to deliver an exceptional caring customer experience.Identify opportunities to increase efficiencies, improve quality of support and implement key best practices across Care issues.Proactively seek alignment and integration of improvement activities with strategic direction and activities of SCC organization. Understand and support the quality improvement frameworks and initiatives in place in Lyft.Stay up to date on relevant and arising customer support issues affecting Lyft and internal Core Support teams and partner with internal stakeholders to build proactive strategies to address these issues; gain alignment on priorities across a diverse set of stakeholders, influence plans and drive outcomes to uphold a customer-obsessed mindset.Develop and maintain strong, cross-functional partnerships with internal stakeholders (Global Planning, Support Services, Product Ops, Product, Eng, Analytics) to deliver the best outcome for our customers.Drive improvements across program and agent performance through continuous evaluation and refinement across our Knowledge Base, Training and Quality teams.Define problem and solution spaces, taking ideas from 0 to 1, with a focus on getting things done and improving established processes.Apply a customer-centric lens to the problem and advocate for the customer view.Maintain a consistent communication strategy and plan for informing stakeholders of progress, and roadblocks (with actions).Do whatever is necessary to meet the outcomes of the launch, like influencing resourcing and prioritization tradeoff or escalating issues when risks occur