Senior Manager, Support Excellence

ABOUT THE ROLE Lyft is seeking a Senior Manager of Support Excellence to lead the enablement infrastructure that drives the company's support operation to scale efficiently, react nimbly, and maintain high standards. This role is responsible for reimagining the functions of Knowledge Management, Quality, Learning & Performance, and Tooling Enablement, and integrating them with Operations, Product, and Technology to improve customer outcomes and accelerate Lyft's evolution into an AI-native, human-enhanced support organization. WHAT YOU'LL DO As a Senior Manager of Support Excellence, you will define and own an ambitious, integrated vision for the enablement system, expand active AI fluency across the portfolio, and establish standards and OKRs grounded in best-in-class industry benchmarks. You will translate vision into execution, drive decisions, and hold a high bar for delivery across a dynamic portfolio. You will also serve as the senior leadership partner to Operations, Product, and Technology, and establish confidence in the team's impact through clear communication and a consistent track record of delivery. You will lead a team of 4-6 direct reports and 40-50 indirects, each owning a distinct function on the team. You will 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. WHAT YOU'LL NEED To be successful in this role, you will need 8+ years of experience in support, operations, or a related function, with at least 3 years of managing multiple teams or functions. You will have a transformative leadership style, a clear point of view on where AI-native support is headed, and the drive to get there. You will have proven ability to turn vision into execution across a multi-function portfolio, with high accountability for outcomes and a track record of delivery at pace. WHY REMOTE As a remote employee at Lyft, you will have the flexibility to work from anywhere and be part of a team that is dedicated to serving and connecting people through technology. BENEFITS Lyft offers a comprehensive benefits package, including great medical, dental, and vision insurance options, mental health benefits, family building benefits, child care and pet benefits, and a 401(k) plan with company match. You will also have discretionary paid time off and 18 weeks of paid parental leave.