The opportunity
At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.
What you'll do
Vision & Strategy Define and own an ambitious, integrated vision for how: Knowledge Management, Quality, Learning & Performance, and Tooling Enablement work together — not as separate functions, but as a unified enablement system that improves customer outcomes and advances Lyft's AI-native support evolution.
Expand active AI fluency to every function in the portfolio: from how knowledge is structured for AI retrieval, to how quality signals feed model improvement, to how agent training evolves for an AI-augmented workforce, to how tooling is evaluated and adopted. Bring a sharp, informed view of what's possible, know what's ready, and hold the team to the same standard.
Define the standards and OKRs the team should be held to, grounded in: best-in-class industry benchmarks, and establish the review cadences that keep the org accountable and set up for growth.
Execution & Accountability Translate vision into execution, removing: blockers, driving decisions, and holding a high bar for delivery across a dynamic portfolio.
Move at the pace the environment demands: in AI adoption, tooling evolution, and operational efficiency, this leader sets the tempo rather than reacting to it.
Get into the weeds when it matters: whether that's a knowledge governance gap, a quality framework that isn't landing, or a tool that isn't being adopted — without losing sight of the bigger picture.
What they're looking for
- Cross-Functional Leadership Serve as the senior leadership partner to: Operations, Product, and Technology on everything that touches how agents and AI are empowered and enabled to serve customers — from knowledge architecture and agent training to quality signal and tooling operationalization.
- Own the operational bridge between what Product builds and what lands on the: floor — ensuring new capabilities are change-managed, rolled out, and supported in a way that actually sticks for a frontline workforce at scale.
- Ensure quality measurement feeds reinforcement learning and continuous AI: improvement — building the feedback loops that make Lyft's support operation smarter over time.
- Establish confidence in the team's impact through clear communication, strong: executive presence, and a consistent track record of delivery.
