# Senior Product Manager, Customer Care

**Company:** [Lyft](https://hotfix.jobs/companies/lyft)
**Location:** San Francisco, CA, New York, NY
**Role:** Product Management
**Salary:** $148k – $185k/yr
**Experience:** 5+ years
**Skills:** Product Management, Roadmapping, Cross-Functional Collaboration, metrics definition, launch management, Stakeholder Management, customer support experience
**Posted:** 2026-07-24

> Own customer care and support experience for Lyft's key growth initiatives including international expansion, autonomous vehicles, and new business lines. Requires 5+ years PM experience, strong cross-functional influence, and ability to balance short-term launches with long-term platform building.

## Job Description

## 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

## Similar roles

- [Senior Product Manager, Data Ingestion & Care Enablement](https://hotfix.jobs/jobs/f1884d18-d45f-4f37-aa20-83eecf704ff7) - Thyme Care - Remote - $149k – $175k/yr
- [Senior Product Manager II](https://hotfix.jobs/jobs/e2a3874d-f427-4b2f-93f5-036dbfc7c3ff) - Wrapbook - Remote - $149k – $228k/yr
- [Senior Product Manager II](https://hotfix.jobs/jobs/a366960f-5328-401a-96b2-193279032bca) - VSCO - San Francisco, CA - $150k – $175k/yr
- [Senior Product Manager](https://hotfix.jobs/jobs/77cd5249-52ac-4204-abcf-60745dbfc773) - Okta - Bellevue, WA - $146k – $232k/yr
- [Sr. Product Manager - Payments](https://hotfix.jobs/jobs/548d67fc-fc27-42c0-aeca-dce8bbf0fa92) - PracticeTek - San Diego, CA - $150k – $180k/yr

**Apply:** https://hotfix.jobs/jobs/b33c7526-3c3b-41ac-9f87-492c15fd7732
**Canonical:** https://hotfix.jobs/jobs/b33c7526-3c3b-41ac-9f87-492c15fd7732