Manager I, Knowledge Base

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 be responsible for creating content strategies that serve our internal agent population for Lyft’s Safety and Customer Care team. This team plays a crucial role in equipping agents with the resources they need to deliver exceptional, high-quality support to our customers. You will also be responsible for developing intuitive workflows that streamline the resolution of customer issues, making it easier for agents to provide fast and effective solutions. As an experienced program manager, you bring intellectual curiosity, a thorough and analytical approach, and the ability to thrive in a fast-paced, research-driven environment. You’re a leader who embraces challenges and drives continuous improvement amidst rapid change.

In this role, you will lead a team of content writers, shaping and executing strategies to create effective, accessible, and high-quality content. You will define the internal content strategy for new product launches and ensure the information architecture is optimized for our associates' needs. In collaboration with key stakeholders in Operations, Product, and Engineering, you will enhance the end-to-end customer experience through streamlined support content, all with a customer-obsessed focus. Additionally, you will spearhead the vision, strategy, and implementation of AI-driven solutions to elevate our complex knowledge base. Your passion for continuous improvement and dedication to the customer will drive you to constantly seek opportunities to enhance their experience.

If you are passionate about curating, developing and revolutionizing knowledge management systems, we’d love to talk to you. 

Responsibilities:

• Define and drive the overarching content strategy for Lyft’s Safety and Customer Care organization, ensuring alignment with broader business objectives.
• Simplify complex concepts, workflows, and policies into clear, accessible language that resonates with drivers and riders and has ease of use for agents
• Provide leadership and vision for the Knowledge Base team, building a diverse, high-performing team and mentoring members in content strategy, writing, and execution. Take ownership of team outcomes and performance.
• 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, identifying opportunities to enhance content accuracy, discoverability, and clarity, while continuously optimizing the customer journey.
• Foster strategic relationships with cross-functional leaders in Product, Communications, Marketing, and Operations to ensure alignment of content strategies and seamless execution.
• Design and implement AI-driven solutions to improve the efficiency and effectiveness of the knowledge base.
• Leverage data-driven insights to shape the direction of support workflows, driving measurable improvements in customer experience.
• Build and maintain a cohesive content framework across all tools and platforms
• Ensure high-quality content delivery, managing large-scale content initiatives while adhering to project timelines and communicating updates or challenges to stakeholders.

Experience: 

• Lead through ambiguity by adapting strategies and project plans as necessary in response to changing business needs and timelines.
  5+ years of experience in knowledge management, content strategy, or technical writing, preferably in a support or customer service environment
• Proven ability to thrive in a fast-paced, dynamic environment, handling ambiguity and frequent reprioritization with ease while maintaining focus on high-impact initiatives
• Experience working with knowledge base tools and platforms, such as Zendesk, Salesforce, Confluence, or similar systems.
• Data-driven mindset with the ability to leverage analytics and performance metrics to drive content decisions.
• Familiarity with AI-powered tools to automate repetitive content management tasks, such as content updates, translations, and metadata tagging.
• Knowledge of JSON, Java, HTML, and CSS a plus
• Proficiency in using AI tools to analyze large data sets and uncover patterns in user interactions, search queries, and content performance that can drive continuous improvement of the knowledge base

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.