Lead transformative customer support initiatives at Lyft as the Senior Manager of Support Excellence in Toronto. Drive integration of AI capabilities and enablement frameworks for an enhanced customer experience.
In this hybrid role, you will oversee the functions of Knowledge Management, Quality, Learning & Performance, and Tooling Enablement, ensuring they operate cohesively. With a focus on elevating Lyft's AI-native support capabilities, you will partner with Operations, Product, and Technology to set strategic direction and goals. Your leadership will enable both a high standard of delivery and continuous improvement of our operations.
Key Responsibilities:
• Define and implement the vision for support excellence
• Guide AI fluency and improve operational efficiency
• Translate strategic vision into actionable execution




• Foster cross-functional collaboration with leadership partners
• Lead and develop a high-performing team of managers
Requirements:
• 8+ years in support or operations, minimum 3 years in management
• Proven history of executing vision across multi-functional environments
• Solid cross-functional partnership skills with Product and Technology
• Excellent executive presence and communication abilities
• Experience in customer support operations is a plus
Elevate Lyft's customer support landscape through innovative leadership in AI and operational excellence.
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📌 Senior Manager of Support Excellence at Lyft (Toronto)
🏢 Lyft
📍 Toronto