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...

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 ...

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