Job Information
Lyft Senior Manager, Support Services in Nashville, Tennessee
At Lyft, our purpose is to serve and connect. To do this, we start with our own community by creating an open, inclusive, and diverse organization.
We're seeking an experienced Sr. Manager of Safety & Customer Care Support Services to lead the foundational infrastructure that powers Lyft's customer support organization. This role will provide strategic oversight and leadership for four critical teams: Quality, Knowledge Base & Content, Training, and Systems Architecture.
The ideal candidate will combine visionary leadership with technical expertise, driving innovation in knowledge management and quality frameworks while being hands-on when needed. You'll help evolve our support tools and create a customer-obsessed culture that elevates the experience for both riders and drivers.
What Success Looks Like
Improved customer satisfaction through better knowledge management
Enhanced agent efficiency and effectiveness through improved training and tools
Reduced operational costs through process improvements
Successfully implemented new tools and processes across the organization
Established consistent support policies
Responsibilities:
Strategic Leadership & Operational Excellence
Own and drive the strategy and vision for SCC Support Services, creating a cohesive roadmap that aligns with Lyft's business objectives and customer needs
Serve as a senior member of the SCC leadership team, collaborating with peers across product, operations, and analytics
Lead improvements for knowledge management systems, quality frameworks, training programs, and support infrastructure
Establish and maintain a culture of operational excellence through standardized processes and rigorous performance management
Use data-driven insights to continuously enhance performance
Design and maintain unified standards across all business lines, ensuring consistency, efficiency, and scalability
Demonstrate both leadership vision and hands-on problem-solving capabilities
Policy & Knowledge Management
Develop and maintain a governance framework for Core support policies across customer service channels
Establish processes for regular review of support policies to ensure alignment with customer needs
Lead improvements to Lyft's knowledge base architecture and content management
Build frameworks for measuring content effectiveness and impact on customer satisfaction
Create and maintain content workflows that ensure information accuracy and accessibility
Evaluate and select knowledge management technologies based on business needs
Create scalable content strategies that support operations while maintaining local relevance
Build feedback loops between frontline operations and policy development
Technical Tools & Platform Leadership
Evaluate, select, and implement tools focused on knowledge management, training and quality assurance
Develop roadmaps for quality monitoring tools and performance analytics platforms
Partner with Engineering and Product teams to enhance knowledge discovery and content creation
Build content management workflows with appropriate approval processes
Balance strategic leadership with hands-on problem-solving
Champion data-driven decision making through analytics and insights
People & Team Management
Serve as people manager for Quality, Knowledge Base & Content, Training, and Systems Architecture teams
Foster a customer-obsessed culture emphasizing empathy, innovation, and excellence
Coach and mentor direct reports to support their career development
Scale team capabilities through strategic hiring and organizational design
Create cross-functional collaboration models that improve customer experience
Apply leadership principles: customer obsession, ownership, high standards, and continuous learning
Lead by example, understanding technical details while maintaining strategic perspective
Performance Measurement & Analytics
Establish clear KPIs for all teams, emphasizing customer impact and operational efficiency
Build reporting systems that provide visibility into performance
Analyze data to identify trends, opportunities, and challenges
Present insights to leadership with clear recommendations
Experience:
Required
10+ years of experience in Customer Support, Operations, or Knowledge Management
5+ years of management experience leading multiple teams and functions
Proven ability to balance strategic leadership with execution in technical environments
Experience implementing and managing knowledge base systems and content strategies
Experience with technology implementation in support environments
Strong technical aptitude with ability to understand system architectures
Excellence in stakeholder management and executive communication
Experience with analytics tools and data-driven decision making
Bachelor's degree in relevant field (e.g., Business, Computer Science, Information Systems)
Preferred
Advanced degree in relevant field
Experience with enterprise knowledge management systems
Background in organizational transformation and change management
Experience with quality assurance methodologies
Knowledge of content management systems and frameworks
Experience in mobility or transportation industry
Six Sigma, Lean, or other operational excellence certification
Proven track record of successful technical implementations
Benefits:
Great medical, dental, and vision insurance options with additional programs available when enrolled
Mental health benefits
Family building benefits
Child care and pet benefits
401(k) plan to help save for your future
In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
Subsidized commuter benefits
Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program
Lyft is an equal opportunity employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.
This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid
The expected base pay range for this position in the Nashville area is $127,920 - $159,900. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.