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. 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. 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. <h2>Responsibilities:</h2> <ul> <li>Vision & Strategy <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>Execution & Accountability <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>Cross-Functional Leadership <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 tra

Senior Manager, Support Excellence

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