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 — 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 San Francisco area is $156,000 - $195,000. 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.