About the company
The Safety & Customer Care (SCC) Product team builds the platforms, products, and experiences that support riders and drivers when they need help most and help keep them safe every time they ride.
Responsibilities
- 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 trust and safety products
- 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
- Represent Customer Care product in executive and cross-functional forums, translating complex tradeoffs into clear recommendations and securing investment
- Make disciplined prioritization and resourcing decisions across a broad portfolio
- Define the metrics that matter — cost, quality, and customer experience — and hold the organization accountable
- Extend Lyft's support capabilities into new frontiers, including autonomous vehicle partnerships, international markets, and emerging business lines
Requirements
- 10+ years of product management experience, including several years leading and managing product managers
- Proven track record of building, scaling, and developing high-performing product teams
- Experience owning a large, multi-workstream product portfolio and setting multi-year strategy
- Experience in Vendor Management
- Deep fluency in one or more of: customer support and contact center platforms, AI/ML-driven automation, or trust & safety products
- Strategic vision, people leadership, executive presence, technical depth, operational rigor, bias to action
- Degree in Computer Science, Engineering, Math, a related field, or equivalent experience
Conditions
- Hybrid schedule: in office 3 days per week (Mon, Wed, Thu), ability to work from anywhere up to 4 weeks per year
- Medical, dental, and vision insurance; mental health and family building benefits
- 12 observed holidays plus unlimited paid time off for salaried team members
- 401(k) plan
- 18 weeks of paid parental leave
- Pre-tax commuter benefits
- Lyft Pink benefits
- Expected pay range in San Francisco or New York areas: $236,000–$295,000