Head of AI-Enabled Support Excellence

Socotra, Inc.; Nashville (TN); Hybrid; USD 127,920 - 159,900; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan with company match

18 weeks paid parental leave

Monthly Lyft credits

Job summary

Lyft is seeking a Senior Manager of Support Excellence to lead a critical portfolio within its Customer Care Operations organization. This role involves defining an ambitious vision and ensuring effective execution of strategies that enhance customer support through AI integration.

Ideal candidates possess over 8 years of relevant experience and have a transformative leadership style, paired with robust cross-functional instincts. This hybrid role requires working in-office 3 days a week in Nashville.

Qualifications

• Experience managing multiple teams with accountability for outcomes.
• Proven ability to translate vision into execution.
• Executive presence and strong communication skills.

Responsibilities

• Define and own an integrated vision for support functions.
• Translate vision into execution, removing blockers and driving decisions.
• Lead and retain a team of managers, creating conditions for success.

Skills

Cross-functional instincts

AI project management

Team leadership

Stakeholder communication

Education

8+ years in support or operations

Job description

Lyft is seeking a Senior Manager of Support Excellence to lead a critical portfolio within its Customer Care Operations organization. This role involves defining an ambitious vision and ensuring effective execution of strategies that enhance customer support through AI integration.

Ideal candidates possess over 8 years of relevant experience and have a transformative leadership style, paired with robust cross-functional instincts. This hybrid role requires working in-office 3 days a week in Nashville.