Responsable principal(e), Excellence du Soutien

ABOUT THE ROLE We are seeking a Senior Excellence Support Manager to join Lyft's Customer Care Operations team. This team is responsible for managing over 1.7 million customer interactions per month and serves as the primary point of contact for passengers, drivers, and businesses. The team covers frontline support for multiple customer segments, an international BPO team, and central functions that enable large-scale operations. As a Senior Excellence Support Manager, you will be responsible for the infrastructure that enables Lyft's support service to evolve effectively, react with agility, and maintain high standards. This includes Knowledge Management, Quality, Training, and Performance, as well as Tools. You will be expected to bring an audacious and integrated vision of how these functions interact with Operations, Product, and Technology to improve the customer experience and accelerate Lyft's transformation into an optimized AI-human support organization. You will define the strategy, maintain high standards, and evolve at the required pace, leveraging your sector expertise to identify excellence and your conviction to pursue it. You will report to the Director of Commercial Planning and Central Operations and will lead a team of 4-6 direct reports and 40-50 indirect reports, each with distinct functions within the team. WHAT YOU'LL DO As a Senior Excellence Support Manager, your responsibilities will include: - Defining and embodying a visionary and integrated approach to Knowledge Management, Quality, Training, and Performance, as well as Tool Activation - not as separate functions, but as a unified system of activation that improves the customer experience and advances Lyft's native AI support. - Developing active expertise in AI across all portfolio functions: from structuring knowledge for AI search to improving models through quality signals, and from evolving agent training for AI-augmented workforce to evaluating and adopting tools. You will bring a clear and informed vision of possibilities, know ready solutions, and demand the same level of excellence from the team. - Defining standards and OKRs for the team to follow, based on sector best practices, and establishing evaluation cycles that ensure organizational accountability and growth. - Executing and taking responsibility for transforming the vision into actions, overcoming obstacles, guiding decisions, and maintaining high standards for a dynamic portfolio. - Adapting to the pace set by the environment: in terms of AI adoption, tool evolution, and operational efficiency, this leader sets the tone rather than following it. - Intervening in details when crucial - whether it's a knowledge governance gap, a quality framework that's not reaching its audience, or an underadopted tool - without losing sight of the overall vision. - Providing interfunctional leadership as a senior direction partner to Operations, Product, and Technology teams, overseeing all aspects related to agent and AI efficiency and support: knowledge architecture, agent training, quality indicators, and tool implementation. - Ensuring operational liaison between Product development and its deployment on the ground, ensuring that new features are managed, deployed, and supported to be durably adopted by frontline teams at scale. - Guaranteeing that quality metrics feed back into reinforcement learning and continuous improvement of AI, creating feedback loops that optimize Lyft's customer support. - Inspiring confidence in the impact of the team through clear communication, strong presence, and concrete and consistent results. - Leading, developing