Senior Manager, Support Excellence

Responsibilities

Vision & Strategy

• Define and own an integrated vision for Knowledge Management, Quality, Learning & Performance, and Tooling Enablement as a unified support-enablement system.
• Expand AI fluency across the portfolio, including AI-retrievable knowledge, quality signals for model improvement, AI-augmented workforce training, and tooling adoption.
• Define standards and OKRs grounded in industry benchmarks, with review cadences that maintain accountability and support growth.

Execution & Accountability

• Translate vision into execution, remove blockers, drive decisions, and maintain a high bar for delivery across a dynamic portfolio.
• Lead the pace of AI adoption, tooling evolution, and operational efficiency.
• Engage deeply with knowledge governance, quality frameworks, and tooling adoption when needed while maintaining the broader strategic view.

Cross-Functional Leadership

• Partner with Operations, Product, and Technology on agent and AI enablement, including knowledge architecture, training, quality signals, and tooling operationalization.
• Own the operational bridge between Product development and frontline implementation, ensuring capabilities are change-managed, rolled out, and supported effectively.
• Ensure quality measurement feeds reinforcement learning and continuous AI improvement.
• Build confidence in the team's impact through clear communication, executive presence, and consistent delivery.

People Leadership

• Lead, develop, and retain managers responsible for distinct functions while maintaining unified standards across the portfolio.
• Build a culture of craft, ambition, and accountability.

Requirements

• 8+ years of experience in support, operations, or a related function.
• At least 3 years managing multiple teams or functions.
• Transformative leadership with a clear perspective on the future of AI-native support.
• Proven ability to turn vision into execution across a multi-function portfolio with accountability for outcomes.
• Strong cross-functional partnership skills with Product, Engineering, and Operations.
• Executive presence and communication skills that establish credibility and confidence.
• Experience in customer support or contact center operations is a plus.

Benefits

• Extended health and dental coverage, life insurance, and disability benefits.
• Mental health benefits.
• Family building benefits.
• Child care and pet benefits.
• Lyft-funded Health Care Savings Account.
• RRSP plan with company match.
• Flexible paid time off for salaried team members; hourly team members receive 15 days paid time off, with an additional day for each year of service.
• 18 weeks of paid parental leave through a top-up plan complementing provincial programs.
• Subsidized commuter benefits and Lyft ride credits.
• Hybrid flexibility to work from anywhere for up to 4 weeks per year.

Compensation

• Expected base pay range in the Toronto area: CAN $172,000–$215,000, excluding potential equity, bonus, and benefits.