Senior Manager, Support Excellence

📋 Description

• Vision & Strategy: Define unified KM, Quality, Learning & Performance, and Tooling enablement.
• Expand AI fluency across the portfolio and AI-enabled workflows.
• Define standards and OKRs; establish review cadences for accountability.
• Execution & Accountability: Translate vision to execution; drive delivery; unblock blockers.
• Cross-functional Leadership: Partner with Operations, Product, and Technology to empower agents and AI; ensure rollout that sticks.
• People Leadership: Lead and develop managers; foster craft, ambition, and accountability.

🎯 Requirements

• 8+ years in support/operations or related field; 3+ years leading multiple teams.
• Visionary leader for AI-native support; helps shape roadmap.
• Proven ability to translate vision into multi-function delivery with accountability.
• Strong cross-functional instincts; partner with Product, Engineering, and Ops.
• Executive presence and communication; credibility across the org.
• Experience in customer support or contact center ops is a plus.

🎁 Benefits

• Extended health, dental, life insurance, and disability benefits.
• Mental health benefits.
• Family building benefits.
• Child care and pet benefits.
• Lyft-funded Health Care Savings Account.
• RRSP plan with company match.