Director of Product, Customer Care
Leads Lyft’s Customer Care product portfolio, including AI-powered support, contact center platforms, self-service, and trust and safety experiences. The role manages product leaders, sets multi-year strategy, and partners with engineering, data science, and operations to deliver measurable customer and business outcomes.
About the job
Responsibilities
- Own the vision, strategy, and multi-year roadmap for the Customer Care product portfolio, including AI-driven support automation, contact center platforms, self-service, issue resolution, and trust and safety products.
- Lead, coach, and grow a team of product managers, maintaining high standards for product craft, execution, and career development.
- Partner with engineering, data science, design, operations, and finance leaders to set priorities and deliver organizational outcomes.
- Drive AI-first customer support across agent assist, automation, and autonomous resolution for chat and voice.
- Set strategy for platforms and tooling supporting global support teams and BPO partners; make build-versus-buy decisions.
- Represent Customer Care product in executive and cross-functional forums and secure investment.
- Make prioritization and resourcing decisions across near-term operational needs and long-term platform investments.
- Define and manage metrics for cost, quality, and customer experience.
- Extend support capabilities into autonomous vehicle partnerships, international markets, and emerging business lines.
Requirements
- 10+ years of product management experience, including several years leading and managing product managers.
- Track record of building, scaling, and developing high-performing product teams.
- Experience owning a large, multi-workstream product portfolio and setting multi-year strategy.
- Experience in vendor management.
- Deep fluency in customer support and contact center platforms, AI/ML-driven automation, or trust and safety products.
- Strategic vision and roadmap execution.
- People leadership, hiring, coaching, and retention experience.
- Executive presence and strong cross-functional communication.
- Technical depth with AI/ML systems, platform architecture, and technical tradeoffs.
- Operational rigor, data-informed decision-making, and measurable outcomes.
- Ability to navigate ambiguity and act with urgency.
- Degree in Computer Science, Engineering, Math, a related field, or equivalent experience.
Compensation and Benefits
- Expected salary range: $236,000–$295,000, excluding potential equity, bonus, and benefits.
- Medical, dental, and vision insurance.
- Mental health benefits.
- Family building benefits.
- Unlimited paid time off for salaried team members, plus 12 observed holidays.
- 401(k) plan.
- 18 weeks of paid parental leave.
- Pre-tax commuter benefits.
- Lyft Pink program benefits.
Skills
Product Management, Customer Care, Contact Center Platforms, Artificial Intelligence, Machine Learning, Vendor Management, Trust And Safety, Roadmapping, Platform Architecture, Data Science
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