Senior Manager – Knowledge Base & Training

Senior Manager – Knowledge Base & Training

Requirements

• 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)

Responsibilities

• 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, 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
• 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
• Evaluate, select, and implement tools focused on knowledge management and training
• 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
• Serve as people manager for Knowledge Base & Content and Training 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
• 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

Preferred Qualifications

• Advanced degree in relevant field
• Experience with enterprise knowledge management systems
• Background in organizational transformation and change management
• 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