Senior Manager, Support Excellence

Responsibilities

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, driving decisions, and holding a high bar for delivery.
• Set the tempo in AI adoption, tooling evolution, and operational efficiency.
• Get into the weeds on knowledge governance gaps, quality frameworks, and tool adoption while maintaining the bigger picture.

Cross-Functional Leadership

• Serve as senior leadership partner to Operations, Product, and Technology on agent and AI enablement.
• Own the operational bridge between Product builds and frontline adoption.
• 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.

Requirements

• 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 evolution.
• Proven ability to turn vision into execution across a multi-function portfolio with high accountability.
• 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.

Benefits

• Medical, dental, and vision insurance with additional programs
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• 401(k) plan with company match
• 12 observed holidays plus discretionary PTO for salaried team members
• 18 weeks of paid parental leave
• Subsidized commuter benefits
• Monthly Lyft credits and complimentary Lyft Pink membership