Senior Manager, Support Excellence

About the Role

At Lyft, we are dedicated to serving and connecting people by fostering an inclusive workplace where everyone can thrive. Our Customer Care Operations handles over 1.7 million customer interactions monthly, serving as the main contact point for riders, drivers, and business clients. This covers frontline support across diverse customer bases, a global BPO workforce, and the crucial functions enabling efficient scale.

The Senior Manager of Support Excellence leads the enablement infrastructure essential to scaling operations efficiently and responsively while maintaining exceptional standards. This role encompasses oversight of Knowledge Management, Quality, Learning & Performance, and Tooling Enablement. Beyond maintenance and optimization, it requires a visionary leader willing to reimagine these functions’ integration with Operations, Product, and Technology to enhance customer outcomes and accelerate Lyft's transformation into an AI-native, human-augmented support organization. The position reports to the Director of Business Planning & Central Operations, managing 4-6 direct and 40-50 indirect reports, each responsible for distinct functions.

Key Responsibilities

• Develop and own a bold, integrated vision aligning Knowledge Management, Quality, Learning & Performance, and Tooling Enablement as a unified system fostering improved customer service and AI-augmented support evolution.
• Promote active AI fluency across functions, from structuring knowledge for AI retrieval, leveraging quality signals for model enhancement, adapting agent training for AI collaboration, to assessing and implementing tools effectively.
• Set rigorous standards and measurable objectives based on industry best practices, with structured review processes ensuring organizational accountability and growth readiness.
• Translate strategic vision into operational reality by removing obstacles, steering decisions, and enforcing high standards within a dynamic portfolio.
• Lead with agility to maintain pace with AI adoption, tooling development, and operational improvements rather than responding passively.
• Engage directly in operational details when necessary, addressing gaps in knowledge governance, quality frameworks, or tool adoption challenges, while keeping strategic goals in focus.
• Partner strategically with Operations, Product, and Technology leadership to empower agents and AI tools, ensuring seamless integration of new knowledge architectures, training programs, quality metrics, and tooling implementations.
• Bridge development and frontline deployment, managing change and support so that new capabilities are effectively embraced at scale.
• Ensure quality assessments support reinforcement learning and continuous AI enhancement via robust feedback mechanisms.
• Demonstrate the team’s impact through clear communications, executive presence, and consistent delivery.
• Lead and nurture a management team owning distinct functions, fostering conditions for peak performance while maintaining cohesive standards across the portfolio.
• Cultivate a culture emphasizing craftsmanship, ambition, and accountability, reinforcing that their outputs are foundational to the customer experience infrastructure.

Required Experience and Qualifications

• More than 8 years in support, operations, or related areas, with a minimum of 3 years managing multiple teams or functions.
• A visionary leader with defined insight into AI-native support futures and proactive drive to shape this evolution.
• Proven capability to convert vision into tangible results across multi-functional portfolios, demonstrating accountability and speed in delivery.
• Strong collaborative skills to work with Product, Engineering, and Operations teams, ensuring effective building and adoption of solutions without direct technology ownership.
• Exceptional executive communication skills that inspire confidence and credibility throughout the organization.
• Experience in customer support or contact center operations is advantageous but not mandatory.

Benefits

• Comprehensive medical, dental, and vision insurance plans with additional optional programs.
• Access to mental health resources.
• Family planning and support benefits.
• Childcare and pet care benefits.
• 401(k) retirement plan including company matching contributions.
• 12 company-observed holidays plus discretionary paid time off for salaried employees; hourly employees receive 15 days paid leave.
• 18 weeks of paid parental leave applicable to biological, adoptive, and foster parents.
• Subsidized commuter benefits.
• Monthly Lyft ride credits and complimentary Lyft Pink membership.

Additional Information

Lyft is committed to equal opportunity employment and fostering an inclusive workplace environment. All qualified candidates will be evaluated without discrimination based on legally protected characteristics or criminal history in compliance with relevant laws.

This role requires an in-office hybrid schedule with attendance expected three days weekly (Monday, Wednesday, Thursday) to promote collaboration and company culture. The position allows up to four weeks per year of remote work flexibility. Salary range in the New York City area spans from $156,000 to $195,000 annually, exclusive of equity, bonus, or benefits, and varies based on qualifications and location.