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. 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.