# Senior Manager, Support Excellence
**Company:** [Lyft](https://hotfix.jobs/companies/lyft)
**Location:** Nashville, TN
**Salary:** $128K-$160K
**Experience:** 8+ years
**Skills:** Knowledge Management, Quality Management, Learning & Performance, Tooling Enablement, Ai Fluency, Okrs, Cross-Functional Leadership, Change Management, Reinforcement Learning, Executive Presence
**Posted:** 2026-06-26
> 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.
## Job Description
## 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.
**Apply:** https://hotfix.jobs/jobs/senior-manager-support-excellence-at-lyft-b5349c85-4ac4-43d2-b0b9-ae7924c50f87
**Canonical:** https://hotfix.jobs/jobs/senior-manager-support-excellence-at-lyft-b5349c85-4ac4-43d2-b0b9-ae7924c50f87