Staff Product Manager, Customer Care Platform & Data

Responsibilities

• Own the vision, strategy, and multi-quarter roadmap for Lyft's agent platform and the data that powers customer care and safety reporting.
• Define and drive how AI and copilot capabilities make agents more efficient and raise the quality and consistency of their work.
• Lead execution on complex, cross-cutting initiatives across the platform and its data.
• Own the accuracy and integrity of customer care and safety data for internal decisions, company-wide use, and external reporting on issue types and trends.
• Shape how the platform is architected, configured, and operated as agent workflows and AI capabilities evolve.
• Partner with engineering, data science, machine learning, design, and support operations to turn strategy into shipped product.
• Serve as the senior product voice on agent platform and data, aligning stakeholders and executives around a clear direction.
• Define important metrics and use them to prioritize work and measure impact.

Requirements

• 8+ years of product management experience, including ownership of the vision and strategy for a platform or complex, cross-functional product area.
• Direct experience with AI/ML-powered products, ideally copilots, agent-assist, or LLM-based tooling, with an understanding of their capabilities and limitations.
• Strong data fluency, including experience with data pipelines, data quality, and reporting.
• Track record of driving execution on ambiguous, high-complexity problems spanning multiple teams and systems.
• Ability to operate autonomously and influence senior stakeholders without direct authority.
• Customer obsession and attention to customer and agent problems.
• Technical depth and credibility with engineers, including understanding of platform, AI/ML, and LLM capabilities and limitations.
• Data rigor and commitment to accurate, well-defined, trustworthy data.
• Strategic ownership, strong judgment, and ability to align others around direction.
• Bias toward action and ability to deploy solutions at scale.
• Degree in Computer Science, Engineering, Math, or equivalent technical experience strongly preferred.

Compensation and Benefits

• Base pay range for the Toronto area: CAD $172,000–$215,000, excluding potential equity, bonus, and benefits.
• Extended health and dental coverage, life insurance, and disability benefits.
• Mental health benefits.
• Family-building benefits.
• Child care and pet benefits.
• Lyft-funded Health Care Savings Account.
• RRSP plan with company match.
• Flexible paid time off for salaried team members; hourly team members receive 15 days of paid time off, with an additional day for each year of service.
• 18 weeks of paid parental leave for biological, adoptive, and foster parents.
• Subsidized commuter benefits and Lyft ride credits.