Director of Product, Customer Care

Description

At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

Lyft connects people to transportation to change the way we live and get around our communities. We are looking for product leaders who bring exceptional creative and analytical skills to drive forward a best in class product. Product management at Lyft leads the integration of engineering, data science, and design to achieve the company’s vision for reinventing transportation. We are looking for entrepreneurial and passionate product leaders to innovate and execute across a rapidly growing, fast paced company and industry from our San Francisco and New York offices.

The Safety & Customer Care (SCC) Product team builds the platforms, products, and experiences that support riders and drivers when they need help most — and help keep them safe every time they ride. As the Director of Product, Customer Care, you’ll lead a team of product managers driving Lyft’s customer care strategy end to end: AI-powered support across chat and voice, the contact center platforms our support teams run on, and the underlying data layer which is critical to understand where our products can be improved. It’s a rare chance to shape how a category-defining company delivers support at scale — across emerging AI capabilities, global expansion, autonomous vehicle partnerships, and new lines of business.

Responsibilities

• Own the vision, strategy, and multi-year roadmap for Lyft’s Customer Care product portfolio — spanning AI-driven support automation, contact center platforms, self-service and issue resolution, and the trust and safety products underpinning every interaction
• Lead, coach, and grow a team of product managers, setting a high bar for product craft, execution, and career development
• Partner with senior leaders across engineering, data science, design, operations, and finance to set priorities and deliver org-level outcomes
• Drive Lyft’s shift to AI-first customer support — from agent-assist and automation to autonomous resolution across chat and voice
• Set the strategy for the platforms and tooling that power a global support organization and its BPO partners. Make build/buy decisions to optimize for best and most efficient customer experiences.
• Represent Customer Care product in executive and cross-functional forums, translating complex tradeoffs into clear recommendations and securing investment
• Make disciplined prioritization and resourcing decisions across a broad portfolio, balancing near-term operational needs against long-term platform bets
• Define the metrics that matter — cost, quality, and customer experience — and hold the organization accountable to measurable impact
• Extend Lyft’s support capabilities into new frontiers, including autonomous vehicle partnerships, international markets, and emerging business lines
• Experience:
• 10+ years of product management experience, including several years leading and managing product managers
• Proven 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 one or more of: customer support and contact center platforms, AI/ML-driven automation, or trust & safety products
• Strengths:
• Strategic vision: You define a compelling long-term direction and translate it into a roadmap the team can execute
• People leadership: You hire, coach, and retain exceptional product managers and create the conditions for them to do their best work
• Executive presence: You communicate crisply with senior leadership and build alignment across a complex stakeholder set
• Technical depth: You engage credibly with engineering and data science on AI/ML systems, platform architecture, and technical tradeoffs
• Operational rigor: You make data-informed decisions and drive measurable outcomes across cost, quality, and experience
• Bias to action: You navigate ambiguity, decide with incomplete information, and move the organization forward with urgency
• Degree in Computer Science, Engineering, Math, a related field, or equivalent experience

Benefits

• Great medical, dental, and vision insurance options
• Mental health benefits
• Family building benefits
• In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Pre-tax commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program
• Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.
• This role will be in-office on a hybrid schedule — Team Members are expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year.
• The expected range of pay for this position in the San Francisco or New York areas is $236,000 - $295,000. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.