Senior Manager, Support Excellence

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.

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.

Extended health and dental coverage options, along with life insurance and disability benefits

Mental health benefits

Family building benefits

Child care and pet benefits

Access to a Lyft funded Health Care Savings Account

RRSP plan with company match to help save for your future

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.

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.