Senior Manager, Support Excellence

Lyft

Hybrid

Quick summary

Work type: Hybrid
Location: New York, NY
Salary: $156,000–$195,000 / 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 $176k

$135k most similar roles pay here $241k

This role pays less than 70% of similar roles. Most pay $167,500–$212,125 — the shaded band above. At the midpoint, this role pays about $176k 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

At Lyft's Customer Care Operations, the Senior Manager of Support Excellence leads a team responsible for Knowledge Management, Quality, Learning & Performance, and Tooling Enablement. This role involves setting an ambitious vision for these functions to work cohesively, enhancing AI fluency across all areas, and defining high standards with OKRs. Day-to-day responsibilities include translating this vision into execution, driving decisions, and ensuring seamless integration between Product and Operations. The ideal candidate has 8+ years of experience in support or operations, including managing multiple teams, and possesses strong cross-functional leadership skills to partner effectively with Product, Engineering, and Operations. Proficiency in AI adoption, tool evaluation, and quality measurement is crucial, as is the ability to communicate clearly and maintain executive presence. This role aims to evolve Lyft's customer support into an AI-native system that enhances human interaction for better customer outcomes.

Skills

AI Python SQL Jira Confluence Zendesk G Suite Trello OKRs CI/CD Kubernetes AWS GitLab Prometheus Grafana

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 in the portfolio, ensuring knowledge is structured for AI retrieval and quality signals feed model improvement.
Set standards and OKRs for the team based on best-in-class industry benchmarks and establish review cadences for accountability.
Translate vision into execution by removing blockers, driving decisions, and maintaining high delivery standards across a dynamic portfolio.
Serve as senior leadership partner to Operations, Product, and Technology, ensuring new capabilities are change-managed and supported at scale.

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 future direction
Executive presence and communication for organizational credibility

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