Senior Product Manager, Customer Care

Responsibilities

• Own the customer care and support experience for Lyft's highest-priority growth initiatives—spanning international expansion, autonomous vehicles, and new lines of business
• Partner closely with the internal teams leading each initiative, folding customer care into the broader launch and bringing a strong, independent point of view on what great support requires
• Balance near-term launch deadlines against the longer-term goal of a repeatable customer care platform—deciding when to ship a one-off and when to invest in foundations that pay off across every future launch
• Build the customer care runbooks, product guidelines, and support standards that make each new market and partnership faster and more consistent than the last
• Define what an excellent support experience looks like across new markets, modes, and partners, for both riders and drivers
• Drive execution with product, engineering, operations, legal, and external partners to launch support on time and at quality
• Define the customer care metrics that matter and use them to prioritize and show impact

Requirements

• 5+ years of product management experience, ideally including launch-heavy or 0-to-1 work
• A track record of shipping in ambiguous, fast-moving environments with many cross-functional dependencies & partners
• Ability to balance short-term delivery against long-term platform thinking + creating a roadmap to match
• Willingness to work East Coast hours to collaborate with international and EU-based partners and teams
• Degree in Computer Science, Engineering, Math, or equivalent technical experience strongly preferred

Nice-to-Haves

• Experience with international/expansion, marketplace, autonomous, or partnership-driven products

Strengths

• Cross-functional influence: You lead and align teams you don't own, and bring a clear point of view rather than waiting for direction
• Customer obsession: You care deeply about the support experience and dig into the details of customer, driver, and partner problems
• Structured thinking: You bring order to ambiguous, multi-stakeholder problems and make the tradeoffs explicit
• Bias to action: You move quickly, ship, and iterate

Benefits

• 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 future
• In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Subsidized commuter benefits
• Monthly Lyft credits and complimentary Lyft Pink membership