# Senior Manager, Support Excellence
**Company:** [Lyft](https://hotfix.jobs/companies/lyft)
**Location:** New York, NY
**Salary:** $156K-$195K
**Experience:** 8+ years
**Skills:** Knowledge Management, Quality Management, Learning & Development, Tooling Enablement, Ai Fluency, Okr Setting, Cross-Functional Leadership, People Management, Executive Presence, Support Operations
**Posted:** 2026-06-26
> Leads enablement functions (Knowledge Management, Quality, Learning & Performance, Tooling) to scale AI-native customer support operations. Manages 4-6 direct reports and drives cross-functional strategy with Product, Engineering, and Operations.
## Job Description
## 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
**Apply:** https://hotfix.jobs/jobs/senior-manager-support-excellence-at-lyft-f9310988-ced4-4ded-bfdd-8b35d9e05270
**Canonical:** https://hotfix.jobs/jobs/senior-manager-support-excellence-at-lyft-f9310988-ced4-4ded-bfdd-8b35d9e05270