Senior Manager, Support Excellence

Lyft

Hybrid

Quick summary

Work type: Hybrid
Location: Nashville, TN
Salary: $127,920–$159,900 / yr
Posted: 1 day ago
Nearby: 99+ roles within 25 mi

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $190k

This role $144k

$116k most similar roles pay here $243k

This role pays less than 91% of similar roles. Most pay $167,837–$212,125 — the shaded band above. At the midpoint, this role pays about $144k versus about $190k for comparable roles.

Based on 240 similar postings.

Employer

About Lyft

Lyft is a transportation network company offering ride-hailing services across the US and Canada.

Lyft currently has 32 open roles on FindRole.

Listed pay typically runs $148,000–$185,000 across 32 roles with salary data.

Most-posted roles

View all roles at Lyft

At a glance

TL;DR · Senior Manager, Support Excellence

Role Posting Log in to save

As a Senior Manager of Support Excellence at Lyft's Customer Care Operations, you will lead a team responsible for Knowledge Management, Quality, Learning & Performance, and Tooling Enablement, aiming to scale the support operation efficiently while integrating AI technologies. Your daily tasks include setting an ambitious vision for these functions, ensuring they work cohesively to enhance customer outcomes, and driving execution with high accountability. You will collaborate closely with Operations, Product, and Technology teams to implement new capabilities and maintain operational efficiency. The role demands expertise in customer support or contact center operations, experience in managing multiple teams, and a strong track record of turning vision into reality at pace. Proficiency in AI fluency, cross-functional leadership, and people management is essential for this transformative position that aims to evolve Lyft's support system into an AI-native framework.

Skills

Python SQL Kubernetes Docker CI/CD AWS PostgreSQL Prometheus Grafana GitLab Jira Confluence Zendesk MongoDB MuleSoft Tableau Snowflake Terraform Ansible

What you'll do

Define an integrated vision for Knowledge Management, Quality, Learning & Performance, and Tooling Enablement to improve customer outcomes.
Expand AI fluency across all functions, ensuring knowledge is structured for AI retrieval and quality signals feed model improvement.
Set standards and OKRs for the team based on industry benchmarks and establish review cadences for accountability.
Translate vision into execution by removing blockers, driving decisions, and maintaining high delivery standards.
Serve as a senior leadership partner to Operations, Product, and Technology, ensuring new capabilities are effectively rolled out and supported.

What we're looking for

8+ years experience in support, operations, or related field
At least 3 years managing multiple teams or functions
Proven ability to turn vision into execution with high accountability
Strong cross-functional leadership and partnership skills
Clear understanding of AI-native support trends and capabilities
Executive presence and effective communication across the organization

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