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.