Senior Manager, Support Excellence
Leads enablement functions (Knowledge, Quality, Learning, Tooling) to scale Lyft's AI-native support operations. Sets vision, drives execution, and partners cross-functionally while managing 4-6 direct reports.
About the job
Vision & Strategy
- Define and own an ambitious, integrated vision for how Knowledge Management, Quality, Learning & Performance, and Tooling Enablement work together as a unified enablement system.
- Expand active AI fluency across every function in the portfolio, including knowledge structuring for AI retrieval, quality signals feeding model improvement, agent training for AI-augmented workforce, and tooling evaluation.
- Define standards and OKRs grounded in best-in-class industry benchmarks and establish review cadences.
Execution & Accountability
- Translate vision into execution, removing blockers and driving decisions across a dynamic portfolio.
- Move at the pace the environment demands in AI adoption, tooling evolution, and operational efficiency.
- Get into the weeds on knowledge governance gaps, quality frameworks, or tool adoption while maintaining the bigger picture.
Cross-Functional Leadership
- Serve as senior leadership partner to Operations, Product, and Technology on agent and AI empowerment.
- Own the operational bridge between Product builds and frontline adoption, ensuring change management and rollout.
- Ensure quality measurement feeds reinforcement learning and continuous AI improvement.
- Establish confidence through clear communication, strong executive presence, and consistent delivery.
People Leadership
- Lead, develop, and retain a team of managers, each owning a distinct function.
- Build a culture of craft, ambition, and accountability.
Experience
- 8+ years in support, operations, or related function, with at least 3 years managing multiple teams or functions.
- Transformative leader with a clear point of view on AI-native support.
- Proven ability to turn vision into execution across a multi-function portfolio.
- Strong cross-functional instincts partnering with Product, Engineering, and Operations.
- Executive presence and communication skills.
- Experience in customer support or contact center operations is a plus.
Skills
Knowledge Management, Quality Management, Learning & Performance, Tooling Enablement, Ai Fluency, Okrs, Cross-Functional Leadership, Change Management, Reinforcement Learning, Executive Presence
Similar jobs
Customer Support jobs
Fora
New York, NY
Leads trust and safety case management, enforcement communication, KYC operations, dispute resolution, and process automation for a marketplace of independent travel advisors. Requires 5+ years of customer-facing operations experience, including 3+ years in trust and safety or an adjacent enforcement function.
Harvey
San Francisco, CA
Leads regional enterprise customer support operations, managing team performance, escalations, staffing, and continuous improvement. Requires 8+ years in customer support or experience, including 4+ years managing high-volume teams, plus strong Zendesk administration and technical troubleshooting skills.
Airbnb
Nevada
Provides autonomous, end-to-end resolution for complex, high-value reservation issues involving Airbnb guests and Hosts. The role requires 4+ years of multicultural customer service experience, strong judgment and communication skills, and fluency in English and Spanish.
SmithRx
Plano, TXLeads and coaches a call center agent team, manages performance and capacity, handles escalations, and supports members during peak demand. Requires 5+ years of call center experience, leadership experience, bilingual Spanish proficiency, and a high school diploma or equivalent.
Lyft
Nashville, TN
Processes insurance claims, supports adjusters, responds to customer inquiries, and coordinates with cross-functional teams to improve claims operations. Requires at least two years of customer support experience, strong communication and collaboration skills, and the judgment to work effectively in a rapidly changing environment.