Senior Manager, Support Excellence

About the role

Lyft is looking for a Senior Manager of Support Excellence to lead the enablement infrastructure that powers its large‑scale customer care operation. This leader will shape how knowledge management, quality, learning & performance, and tooling work together to deliver high‑quality support and accelerate Lyft’s AI‑native evolution.

Key responsibilities

• Define and own an integrated vision for Knowledge Management, Quality, Learning & Performance, and Tooling Enablement.
• Expand AI fluency across the portfolio, ensuring knowledge is structured for AI retrieval and quality signals feed model improvement.
• Set standards, OKRs, and review cadences based on industry benchmarks.
• Translate vision into execution, removing blockers and driving decisions at pace.
• Provide hands‑on leadership on critical issues such as knowledge governance gaps, quality frameworks, or tool adoption.
• Partner with Operations, Product, and Technology leaders to align initiatives.

Required profile

• Proven senior leadership experience in large‑scale support or contact‑center environments.
• Track record of building integrated enablement systems that improve customer outcomes.
• Strong analytical mindset with ability to set metrics, OKRs, and hold teams accountable.
• Experience managing direct reports (4‑6) and indirect teams (40‑50).
• Comfort operating in fast‑moving, AI‑focused environments.

Required skills

What we offer

• Opportunity to shape the future of support at a leading mobility company.
• Collaborative culture that values innovation and inclusion.
• Access to cutting‑edge AI tools and resources.