Senior Manager, Support Excellence

Responsibilities

• 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.
• 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.

Requirements

• 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.
• Pioneering 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.

Qualifications

• Proven 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.
• 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.

Pay

• 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.

Schedule

• 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.