Senior Data Scientist, Decisions - Customer Care Tech

At Lyft, our purpose is to serve and connect. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

As part of the Data Science team, you will work in a fast-paced environment where data-driven decisions directly shape Lyft's future products and services. Our Data Scientists tackle complex, high-impact challenges, and drive forward Lyft's strategic goals forward with a focus on customer experience and operational efficiency.

As a Senior Data Scientist, Decisions, you will use your analytical expertise to influence critical product and business decisions. You will lead multiple projects tied within the Customer Care Tech team, engaging with cross-functional (XFN) teams such as product, engineering and design to align on priorities and deliver impactful solutions to the business. This role requires a strong ability to independently gather insights, challenge existing methods, and ensure data-driven decisions support Lyft's long-term objectives.

Responsibilities:

• Project Leadership: Lead and prioritize multiple projects impacting key XFN team goals, ensuring alignment with broader business objectives. Drive the creation of data-driven insights to guide decisions on product and customer care improvements.
• Cross-functional Collaboration: Act as a primary partner in defining goals, setting priorities, and creating roadmaps for projects. Work closely with product managers, engineers, designers, and other stakeholders to turn data insights into strategic actions.
• Experimentation and Analysis: Design and analyze experiments to test hypotheses and measure the impact of new initiatives. Interpret results and make launch recommendations that optimize both customer experience and business outcomes.
• Framework and Metric Development: Develop analytical frameworks and establish metrics to monitor the health of products, customer support interactions, and both rider and driver experience.
• Quality Assurance: Ensure high-quality, accurate work by leveraging domain knowledge and advanced methodologies. Maintain a well-organized codebase and documentation for project accessibility and future use.
• Ongoing Performance Monitoring: Define processes for tracking product health and business performance. Build or support the creation of tools that facilitate efficient monitoring and scaling of operational tasks.
• Sample Challenges We Address
  • How can high-quality support interactions drive customer loyalty?
  • What role can generativeAI play in delivering exceptional customer support?
  • How can we automate and scale our customer support agents to improve their quality of service?

Qualifications:

• Educational Background: Degree in a quantitative field (e.g., statistics, economics, applied math, operations research, engineering). Advanced degrees are preferred.
• Professional Experience: 7+ years in a data science or analytics role, with experience managing multiple projects and engaging with cross-functional teams.
• Technical Skills: Proficiency in SQL for querying large datasets. Strong programming skills, especially with data science and visualization libraries in Python or R.
• Communication: Exceptional written and verbal communication skills with the ability to influence and collaborate effectively across teams.
• Leadership and Collaboration: Ability to guide XFN team priorities, effectively resolve conflicts, and create a psychologically safe work environment that encourages feedback and growth.

Benefits:

• Great medical, dental, and vision insurance options
• Mental health benefits
• Family building benefits
• In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Pre-tax commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. 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 or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

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, Thursdays and a team-specific third day. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year.

The expected base pay range for this position in the San Francisco area is $144,000 - $180,000 USD. 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.