Senior Product Manager, Customer Care AI

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.

Lyft connects people to transportation to change the way we live and get around our communities. We are looking for product managers who bring exceptional creative and analytical skills to drive forward a best in class product. Product management at Lyft leads the integration of engineering, data science, and design to achieve the company's vision for reinventing transportation. We are looking for entrepreneurial and passionate Product Managers to innovate and execute across a rapidly growing, fast paced company and industry from our San Francisco and New York offices.

The Customer Care team is at the forefront of building intelligent AI agents that transform how Lyft delivers customer support. As AI capabilities evolve rapidly, we're moving beyond traditional automation to create AI agents that can understand complex customer needs, make intelligent decisions, and resolve issues with human-level quality. This team works cross-functionally to design, deploy, and scale AI agents that handle real customer conversations and empower our human agents with more information to solve issues. They work alongside our support ops and insights teams to create exceptional experiences when our customers need help most.

• Build and optimize AI agents that handle customer support interactions across chat and voice channels

• Partner directly with engineering, data science, and ML teams to design agent capabilities and behaviors

• Write, test, and refine prompt logic and conversation flows for specific customer use cases

• Partner with support operations teams to understand workflows, pain points, and opportunities

• Run rapid feedback loops between customer interactions and product development to continuously improve agent performance

• Serve as the in-house expert on AI agent development, translating technical capabilities into business impact

• Define success metrics and drive data-informed decisions to ensure optimal prioritization

• Create an AI strategy that scales as Lyft grows

• 5+ years of experience in product management, with experience or familiarity with AI, ML, or conversational interfaces

• Deep technical acumen—ability to understand and shape AI system designs, including prompt engineering and agent architectures

• Experience leading a team of engineers and setting clear goals, strategies, and multi-quarter roadmaps

• Comfortable working in fast-moving, ambiguous environments where you shape solutions as much as implement them

• Strengths:

• Customer obsession: You care deeply about delivering excellent support experiences and dive deep into the details of customer problems

• Technical depth: You can engage credibly with engineers and understand AI/ML/LLM capabilities, limitations, and emerging developments

• Collaboration: You excel at working across functions—engineering, design, operations, and executive teams—to drive aligned outcomes

• Bias to action: You dive deep into complex problems, build elegant solutions, and move quickly to deploy them at scale

• Analytics: You rely on experimentation and data to make decisions and measure real-world impact

• Degree in Computer Science, Engineering, Math, or equivalent technical experience strongly preferred

• 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 with company match to help save for your