Senior Manager, AI-Driven Support Excellence

Lyft; Toronto (OH); Hybrid; USD 122,000 - 153,000; Full time

Benefits offered by this job

Extended health and dental coverage

Mental health benefits

Family building benefits

Child care and pet benefits

Lyft Health Care Savings Account

RRSP plan with company match

Hybrid in-office schedule

Job summary

Lyft in Toronto is seeking a Senior Manager of Support Excellence to lead Knowledge Management, Quality, Learning & Performance, and Tooling Enablement to scale Lyft's AI-native, human-enhanced support operations.

You will partner with Operations, Product, and Technology, set OKRs, drive execution, and build a high-performing team of 4-6 managers and 40-50 indirects while delivering measurable customer outcomes at pace.

Qualifications

• 8+ years in support, operations, or a related function.
• Transformative leader with a clear point of view on AI-native support.
• Proven ability to turn vision into execution across a multi-function portfolio.
• Executive presence and communication skills at the senior level.

Responsibilities

• Define and own an ambitious, integrated vision for Knowledge Management, Quality, Learning & Performance, and Tooling Enablement.
• Translate vision into execution, remove blockers, drive decisions, and maintain high delivery standards.
• Partner with Operations, Product, and Technology to empower agents and AI at scale.
• Lead and develop a team of managers and maintain unified standards across the portfolio.

Skills

Leadership

Cross-functional

AI fluency

Vision & Strategy

Job description

Lyft in Toronto is seeking a Senior Manager of Support Excellence to lead Knowledge Management, Quality, Learning & Performance, and Tooling Enablement to scale Lyft's AI-native, human-enhanced support operations.

You will partner with Operations, Product, and Technology, set OKRs, drive execution, and build a high-performing team of 4-6 managers and 40-50 indirects while delivering measurable customer outcomes at pace.