Senior Manager, Support Excellence

About this role

<p>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.</p> <p>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.</p> <p>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.</p> <h2><strong>Responsibilities:</strong></h2> <ul> <li><strong>Vision & Strategy</strong> <ul> <li>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.</li> <li>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.</li> <li>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.</li> </ul> </li> <li><strong>Execution & Accountability</strong> <ul> <li>Translate vision into execution, removing blockers, driving decisions, and holding a high bar for delivery across a dynamic portfolio.</li> <li>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.</li> <li>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.</li> </ul> </li> <li><strong>Cross-Functional Leadership</strong> <ul> <li>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.</li> <li>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.</li> <li>Ensure quality measurement feeds reinforcement learning and continuous AI improvement — building the feedback loops that make Lyft's support operation smarter over time.</li> <li>Establish confidence in the team's impact through clear communication, strong executive presence, and a consistent track record of delivery.</li> </ul> </li> <li><strong>People Leadership</strong> <ul> <li>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.</li> <li>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.</li> </ul> </li> </ul> <h2><strong>Experience:</strong></h2> <ul> <li>8+ years in support, operations, or a related function — with at least 3 years managing multiple teams or functions.</li> <li>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.</li> <li>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.</li> <li>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.</li> <li>Executive presence and communication skills that establish credibility and confidence in the team's work across the organization.</li> <li>Experience in customer support or contact center operations is a plus, not a…