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About the Role

Partner directly with cross-functional stakeholders to identify opportunities and design solutions for improving the customer support experience. Leverage analytical expertise to deliver actionable insights and recommendations to drive quality business decisions with customer-facing impact. Serve as a leader within the broader Support organization to drive business forward.

Responsibilities

• Own the analytical integrity of safety data at Lyft, setting definitions, inclusion criteria, and reconciliation logic.
• Serve as the primary data liaison to external data auditors, ensuring clarity, consistency, and quality of safety data.
• Maintain documentation standards for continuity and compliance.
• Manage the publication cycle end to end, including definitions freeze, data lock, QA, leadership review, and sign-off.
• Serve as the analytics counterpart to Business, Legal, Policy, and Communications on Safety data.
• Transition safety reporting from volume counts to diagnosis of trends and interventions.
• Own the roadmap for the Trust & Safety reporting portfolio.
• Set the technical standard for analysts on the safety portfolio, including metric definition review, query review, documentation, and reproducibility.
• Mentor junior analysts.
• Partner with Product, Engineering, Data Science, Business Operations, Legal, and Policy to translate insight into decisions.
• Develop frameworks and scalable processes to drive decision-making and prioritization.
• Define metrics for strategic initiatives and support platform health, and build dashboards to track them.
• Work closely with cross-functional partners to deliver data-driven insights and actionable recommendations.
• Monitor and diagnose KPI performance and present findings to senior leadership.

Requirements

• 5+ years hands-on analytics, including 2+ in trust and safety domain.
• Demonstrated ownership of data used outside the company (filings, transparency reports, audits, or public disclosures).
• Ability to translate unstructured business problems into clearly defined requirements with minimal oversight.
• Strong problem-solving and analytical skills with the ability to transition between detailed data and high-level business problems.
• Exceptional communication (listening, written, and oral) skills with the ability to present findings & recommendations targeted to the audience.
• Strong interpersonal skills, with the ability to build relationships and trust across functions and work collaboratively.
• Proficiency in SQL and Python with ability to independently break down large datasets and synthesize inputs from multiple sources.

Skills

• SQL
• Python

Location

• Florida
• Clermont metro area

Work Type

• Fully remote

Experience Level

• 5+ years analytics
• 2+ years trust and safety

Education Level

• Degree in a quantitative field (statistics, economics, applied math, operations research or engineering)
• Advanced degrees preferred

Salary/Compensations

• $104,960 - $131,200

Benefits

• Great medical, dental, and vision insurance options with additional programs
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• 401(k) plan with company match
• Discretionary paid time off for salaried team members
• 15 days paid time off for hourly team members
• 18 weeks of paid parental leave (biological, adoptive, and foster parents)
• Subsidized commuter benefits
• Monthly Lyft credits
• Complimentary Lyft Pink membership

About the Company

• Lyft's purpose is to serve and connect.
• Cultivating a work environment where all team members belong and have the opportunity to thrive.
• The vision of the Safety & Customer Care (SCC) team is to foster long-term loyalty to Lyft with every support interaction.

Equal Opportunity

• 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.