Lyft25 days ago
Senior Manager, Support Excellence
Salary not specified
MARKET
12,375 ₽median for this role
IT Support / Helpdesk · 65 jobs with disclosed pay
5,714half of the offers: 8,583–16,667145,833
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Toronto
Responsibilities
- 01Define and own an ambitious, integrated vision for Knowledge Management, Quality, Learning & Performance, and Tooling Enablement as a unified enablement system
- 02Expand active AI fluency to every function in the portfolio
- 03Define the standards and OKRs the team should be held to, grounded in best-in-class industry benchmarks
- 04Translate vision into execution, removing blockers, driving decisions, and holding a high bar for delivery
- 05Move at the pace the environment demands in AI adoption, tooling evolution, and operational efficiency
- 06Serve as the senior leadership partner to Operations, Product, and Technology on agent and AI enablement
- 07Own the operational bridge between what Product builds and what lands on the floor
- 08Ensure quality measurement feeds reinforcement learning and continuous AI improvement
- 09Lead, develop, and retain a team of 4-6 direct reports and 40-50 indirects
- 10Build a culture of craft, ambition, and accountability
Requirements
- 018+ years in support, operations, or a related function
- 02At least 3 years managing multiple teams or functions
- 03A transformative leader with a clear point of view on where AI-native support is headed
- 04Proven ability to turn vision into execution across a multi-function portfolio with high accountability for outcomes
- 05Strong cross-functional instincts to partner with Product, Engineering, and Operations
- 06Executive presence and communication skills that establish credibility and confidence
- 07Experience in customer support or contact center operations is a plus, not a requirement
What we offer
- 01Extended health and dental coverage options
- 02Life insurance and disability benefits
- 03Mental health benefits
- 04Family building benefits
- 05Child care and pet benefits
- 06Access to a Lyft funded Health Care Savings Account
- 07RRSP plan with company match
- 08Flexible paid time off policy for salaried team members
- 09Hourly team members get 15 days paid time off, with an additional day for each year of service
- 1018 weeks of paid parental leave
- 11Subsidized commuter benefits and Lyft ride credits