The opportunity
At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.
What you'll do
Own the vision, strategy, and multi-year roadmap for Lyft’s Customer Care: product portfolio — spanning AI-driven support automation, contact center platforms, self-service and issue resolution, and the trust and safety products underpinning every interaction
Lead, coach, and grow a team of product managers, setting a high bar for: product craft, execution, and career development
Partner with senior leaders across engineering, data science, design,: operations, and finance to set priorities and deliver org-level outcomes
Drive Lyft’s shift to AI-first customer support: from agent-assist and automation to autonomous resolution across chat and voice
Set the strategy for the platforms and tooling that power a global support: organization and its BPO partners. Make build/buy decisions to optimize for best and most efficient customer experiences.
Represent Customer Care product in executive and cross-functional forums,: translating complex tradeoffs into clear recommendations and securing investment
What they're looking for
- Make disciplined prioritization and resourcing decisions across a broad: portfolio, balancing near-term operational needs against long-term platform bets
- Define the metrics that matter: cost, quality, and customer experience — and hold the organization accountable to measurable impact
- Extend Lyft’s support capabilities into new frontiers, including autonomous: vehicle partnerships, international markets, and emerging business lines
- + years of product management experience, including several years leading and managing product managers
