# Staff Product Manager, Customer Care Platform & Data

**Company:** [Lyft](https://hotfix.jobs/companies/lyft)
**Location:** Toronto, Canada
**Role:** Product Management
**Salary:** CA$172k – CA$215k/yr
**Experience:** 8+ years
**Skills:** AI, Machine Learning, LLMs, Data Pipelines, Data Quality, Data Reporting, Product Strategy, Product Roadmap, Customer Support Platforms, Copilots, Agent Assist, Data Science
**Posted:** 2026-07-24

> Leads the vision, strategy, and execution for Lyft’s customer care agent platform and supporting data foundation, including AI copilots and trusted safety reporting. Requires 8+ years of product management experience, strong AI/ML and data fluency, and the ability to influence senior stakeholders across teams.

## Job Description

## 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.

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