Blake Durham Email & Phone Number

San Francisco, California, US

• Scope expanded to the newly-formed Remote Operations department, inclusive of Remote Assistance, Customer Support and Trust & Safety functions. In addition to previous Product Analyst responsibilities, additional.
• Developed a new executive reporting metric derived from a bespoke risk classification model with over 30+AV geo-temporal data and remote operator action features, enabling data-driven tradeoff conversations regarding.
• Refactored existing Remote Operations data pipelines—consisting of >10k lines of code —to comply with Medallion Architecture principles within DBT + BigQuery, scoped to reduce GCP compute cost by 80%.
• Advised on end-to-end redesign of Customer Service data pipeline as part of CS product consolidation efforts.
• Delivered 22 validated queries to Systems Engineering and Safety cross-functional partners to define historical occurrence rates of potential hazardous scenarios involving Remote Assistance and enable on-road.

San Francisco, California, US

• Domain owner for Remote Assistance analytics, a critical operational function that bridges the gap between autonomous vehicle (AV) performance and human operator intervention.
• Created and iteratively refined a comprehensive operational scorecard to measure and improve operational performance across six metrics, ensuring measurement met the evolving needs of the business.
• Developed headcount models for labor optimization and participated in managed service provider RFP and contract negotiations to ensure vendor performance was quantifiable and explicable.
• Conducted attributional and causal analyses to understand the factors driving metric performance changes to both AV behavior and operator efficiency, which helped drive a 50% improvement in RA's core occurrence rate.
• Developed and maintained three Source of Truth dashboards in Looker and Hex containing both domain-specific KPIs and self-serve exhibits.
• Maintained existing BI layer pipelines in DBT and partnered with Remote Assistance engineering to instrument >10 new analytics events.

San Francisco, CA, US

• Supervisor for the Driver Earnings (Driver Incentives and Driver Pay) analyst pod, directly managing two analysts and partnering with a team of ~10 data scientists and PMs.
• Accountable for product performance analytics, executive presentation, offer optimization, and BizOps strategic decision-making for all driver earnings.
• Directly managed the optimization, incentive design, and operational allocation process of ~$1b in annual driver incentive spend.
• Participated in a full redesign of driver incentive optimization to unlock >$100m in long-term profit through efficiencies realized via joint optimization (e.g., making each incentive program aware of each other) —.
• Oversaw strategic response to NYC driver earnings regulations that saved >$10m in long-term financial impact compared to initial proposal.

San Francisco, CA, US

• Domain ownership expanded from Ride Streaks to all driver engagement incentives (~$500m annual run rate).
• Represented supply health and driver engagement strategy each week to Rideshare executives.
• Primary stakeholder monitoring supply health and deploying real-time incentives to balance marketplaces, developing and documenting heuristics for systematic responses to market imbalance, replacing ad-hoc.
• Coordinated with finance, pricing, and business strategy stakeholders for evolving strategic response to post-Covid market conditions.
• Point of contact for driver engagement response to State of Emergency declarations for supply, including executing market shutdowns when legally necessary.
• Primary POC for technical interviews (SQL) for Rideshare analyst candidates.

San Francisco, CA, US

• As domain owner for Ride Streaks, managed and optimized the deployment of Lyft’s primary driver incentive, with over 12 million offers generated per week during peak undersupply conditions impacted by COVID-19 protocols.
• Coordinated supply & demand forecasting of underlying incentive planning across departments to orchestrate business performance to revenue targets —forecasts consisted of hourly supply and demand signals for 46.
• Developed and maintained centralized dashboard for companywide observability into incentive lever performance and marketplace health.
• Delivered weekly reports on incentive outcomes to Revenue Operations leadership and incorporated feedback into refining current frameworks.
• Identified gaps in existing suite of supply incentive levers and collaborated with cross-functional teams to develop new incentives and improve user experience — over 5 legacy code issues impacting both efficiency and.

San Francisco, CA, US

• Local product operations leader for airport pickup experience product development.
• Oversaw a contingent workforce team (15+) for curbside traffic flow management, and directly managed FTE market operations employees.
• Contributor to workstreams for improving operational performance reporting and Southeast market health observability.
• Primary POC for Southeast regional regulatory operations workflows, including driver communications, offboarding requirements, and support center documentation.

San Francisco, CA, US

• Opened the Gulf Coast (LA, MS and AL) driver support hub and served as the first support associate for the office, later training new associatesand transitioning into a back-office operations function.
• Led local focus groups to capture driver sentiment for central Product teams.
• Developed reporting for performance of the support hub (NPS, ticket cycle time, resolution rate) and Express Drive vehicle rental program.
• Supported local marketing efforts with on-the-grounds operational support for major local events (Jazz Fest, Mardi Gras, etc).

New Orleans, LA, US

Courses taught:Economics of Digital MusicGlobal Music Industries

Oxford, Oxfordshire, GB

Doctor Of Philosophy, Music

Ma, Music - Contemporary And Popular Music Studies

Bs, Music Industry Studies/Business Administration