Senior Manager, AI-Enabled Support Excellence

Socotra, Inc.; Toronto; Hybrid; CAD 172,000 - 215,000; Full time

Benefits offered by this job

Extended health and dental coverage

Life insurance and disability benefits

Mental health benefits

Family building benefits

Child care and pet benefits

Lyft Health Care Savings Account

RRSP plan with company match

Flexible PTO

Paid parental leave

Subsidized commuter benefits

Job summary

Lyft is seeking a Senior Manager of Support Excellence to lead Knowledge Management, Quality, Learning & Performance, and Tooling Enablement. You will shape an integrated enablement system across Operations, Product, and Technology to improve customer outcomes and drive AI-native support.

Build and sustain a high-performing team of 4–6 managers and 40–50 indirects, holding a high bar for delivery. The role requires 8+ years in support or related areas, strong leadership, and the ability to drive

Qualifications

• 8+ years in support, operations, or related function.
• Transformational leader with a clear point of view on AI-native support direction.
• Proven ability to translate vision into execution across a multi-function portfolio.
• Strong cross-functional instincts to partner with Product, Engineering, and Operations.

Responsibilities

• Define and own an integrated vision for knowledge, quality, learning & tooling enablement.
• Translate vision into execution, removing blockers and driving delivery at pace.
• Partner with Operations, Product and Technology to empower agents and AI in a scalable way.
• Develop and retain managers, creating a unified standard across the portfolio.

Skills

Leadership

AI fluency

Cross-functional collaboration

Executive presence

Job description

Lyft is seeking a Senior Manager of Support Excellence to lead Knowledge Management, Quality, Learning & Performance, and Tooling Enablement. You will shape an integrated enablement system across Operations, Product, and Technology to improve customer outcomes and drive AI-native support.

Build and sustain a high-performing team of 4–6 managers and 40–50 indirects, holding a high bar for delivery. The role requires 8+ years in support or related areas, strong leadership, and the ability to drive