Senior Manager, Support Excellence

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive. Lyft's Customer Care Operations organization manages over 1.7 million monthly customer interactions and serves as the company's primary direct touchpoint with riders, drivers, and businesses — spanning frontline support across multiple customer segments, a global BPO workforce, and the central functions that enable them to operate at scale. The Senior Manager of Support Excellence owns the enablement infrastructure that determines whether Lyft's support operation can scale efficiently, react nimbly, and maintain high standards: Knowledge Management, Quality, Learning & Performance, and Tooling Enablement. This is not a role for someone who wants to maintain and optimize — it's a role for someone who wants to reimagine. The right person brings a bold, integrated vision for how these functions work together with Operations, Product, and Technology to improve customer outcomes and accelerate Lyft's evolution into an AI-native, human-enhanced support organization. They will set the direction, hold the bar, and move at the pace the environment demands — with the industry expertise to know what "great" looks like and the conviction to pursue it. Reporting to the Director of Business Planning & Central Operations, this role leads a team of 4-6 direct reports and 40-50 indirects, each owning a distinct function on the team team. Responsibilities: • Vision & Strategy • Define and own an ambitious, integrated vision for how Knowledge Management, Quality, Learning & Performance, and Tooling Enablement work together — not as separate functions, but as a unified enablement system that improves customer outcomes and advances Lyft's AI-native support evolution. • Expand active AI fluency to every function in the portfolio — from how knowledge is structured for AI retrieval, to how quality signals feed model improvement, to how agent training evolves for an AI-augmented workforce, to how tooling is evaluated and adopted. Bring a sharp, informed view of what's possible, know what's ready, and hold the team to the same standard. • Define the standards and OKRs the team should be held to, grounded in best-in-class industry benchmarks, and establish the review cadences that keep the org accountable and set up for growth. • Execution & Accountability • Translate vision into execution, removing blockers, driving decisions, and holding a high bar for delivery across a dynamic portfolio. • Move at the pace the environment demands: in AI adoption, tooling evolution, and operational efficiency, this leader sets the tempo rather than reacting to it. • Get into the weeds when it matters — whether that's a knowledge governance gap, a quality framework that isn't landing, or a tool that isn't being adopted — without losing sight of the bigger picture. • Cross-Functional Leadership • Serve as the senior leadership partner to Operations, Product, and Technology on everything that touches how agents and AI are empowered and enabled to serve customers — from knowledge architecture and agent training to quality signal and tooling operationalization. • Own the operational bridge between what Product builds and what lands on the floor — ensuring new capabilities are change-managed, rolled out, and supported in a way that actually sticks for a frontline workforce at scale. • Ensure quality measurement feeds reinforcement learning and continuous AI improvement — building the feedback loops that make Lyft's support operation smarter over time. • Establish confidence in the team's impact through clear communication, strong executive presence, and a consistent track record of delivery. • People Leadership • Lead, develop, and retain a team of managers, each owning a distinct function — creating the conditions for each to operate at their best while holding a unified standard across the portfolio. • Build a culture of craft, ambition, and accountability — where the team understands that the content, standards, and tools they produce are the infrastructure that customer experience runs on. Experience: • 8+ years in support, operations, or a related function — with at least 3 years managing multiple teams or functions. • A transformative leader with a clear point of view on where AI-native support is headed and the drive to get there — you don't wait for the roadmap, you help write it. • Proven ability to turn vision into execution across a multi-function portfolio, with high accountability for outcomes and a track record of delivery at pace. • Strong cross-functional instincts — you know how to partner with Product, Engineering, and Operations to get the right things built and adopted, without needing to own the technology yourself. • Executive presence and communication skills that establish credibility and confidence in the team's work across the organization. • Experience in customer support or contact center operations is a plus, not a requirement. Benefits: • Great medical, dental, and vision insurance options with additional programs available when enrolled • Mental health benefits • Family building benefits • Child care and pet benefits • 401(k) plan with company match to help save for your future • In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off • 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible • Subsidized commuter benefits • Monthly Lyft credits and complimentary Lyft Pink membership 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. Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid The expected base pay range for this position in the Nashville area is $127,920 - $159,900, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.