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

Lyft is seeking a Knowledge Base Manager to join our Safety and Customer Care team. As the Manager of Knowledge Base, you will create content strategies for our internal agent population, develop intuitive workflows to streamline customer issue resolution, and lead a team of content writers. You'll work with Operations, Product, and Engineering to enhance the customer experience through optimized support content, while spearheading AI-driven solutions for our knowledge base.

In this role, you will balance strategic vision with operational execution, driving continuous improvement in a fast-paced environment. You'll be responsible for managing a team of 4-6 content specialists and overseeing our Zendesk knowledge platform.

If you're passionate about revolutionizing knowledge management systems while delivering measurable impact on customer and agent experience, we'd love to talk to you.

Responsibilities:

• Lead the development and implementation of scalable knowledge management systems, focusing on taxonomy and ontology design that supports our complex service offerings
• Simplify complex concepts, workflows, and policies into clear, accessible language that resonates with drivers and riders and has ease of use for agents
• Foster a culture of innovation and continuous improvement, mentoring team members to drive success in strategic initiatives
• Balance strategic and operational responsibilities, managing long-term initiatives while efficiently addressing ad hoc requests and time-sensitive projects
• Drive continuous improvement by soliciting feedback from stakeholders, regularly refining processes, and advancing the effectiveness of the Knowledge Base
• Establish and monitor content performance metrics, including knowledge base usage rates, time-to-resolution improvements, and content accuracy scores. Use these metrics to enhance content discoverability and clarity
• Collaborate with cross-functional teams including Product, Engineering, Operations, and Design to ensure alignment on knowledge management goals and streamline system integrations
• Design and implement AI-driven solutions using our current platforms to improve knowledge base efficiency, focusing on automated content tagging, smart search, and personalized agent recommendations
• Leverage data-driven insights to shape the direction of support workflows, driving measurable improvements in customer experience
• Build, maintain, and execute a content roadmap that incorporates feedback from various stakeholders while aligning with product releases and business priorities
• Lead through ambiguity by adapting strategies and project plans as necessary in response to changing business needs and timelines

Experience: 

• 5+ years of experience in knowledge management, content strategy, or technical writing, preferably in a support or customer service environment
• Strategic Execution: Strong business acumen with a track record of translating strategic objectives into operational plans, ensuring execution within timelines and achieving business outcomes.
• Cross-functional Leadership: Demonstrated success in leading cross-functional teams and driving alignment with senior stakeholders to execute on high-priority initiatives.
• Mentorship & Team Leadership: Strong mentoring abilities, with experience guiding teams through complex projects while fostering a collaborative, growth-oriented environment.
• Customer Support Domain Experience: Experience in the customer support or service operations domain, particularly in integrating AI and automation for operational improvements.
• Leadership in Innovation: Prior leadership experience in driving innovation initiatives, particularly in knowledge management, AI, and automation.
• Data-Driven Decision-Making: Strong ability to utilize data and performance metrics to inform decisions and continuously improve systems.
• UX Design & Service Design Knowledge: Exposure to UX design, service design, and design thinking methodologies, ensuring the design of intuitive, user-centered solutions.
• Experience working with Zendesk Knowledge or similar enterprise knowledge management platforms.
• Familiarity with conversational AI and machine learning concepts as they apply to knowledge management. Experience using AI tools for content optimization or analysis is highly desired.
• Knowledge of basic HTML and CSS for content formatting.

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 following the establishment of a Lyft office in Nashville — Team Members will be expected to work in the office 3 days per week on Mondays, Thursdays and a team-specific third day. 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 Nashville area is $88,560 - $110,700. 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.