Senior Product Manager, Customer Care AI

About the Role

The Customer Care team is at the forefront of building intelligent AI agents that transform how Lyft delivers customer support. As AI capabilities evolve rapidly, we're moving beyond traditional automation to create AI agents that can understand complex customer needs, make intelligent decisions, and resolve issues with human-level quality. This team works cross-functionally to design, deploy, and scale AI agents that handle real customer conversations and empower human agents with more information to solve issues.

Responsibilities

• Build and optimize AI agents that handle customer support interactions across chat and voice channels
• Partner directly with engineering, data science, and ML teams to design agent capabilities and behaviors
• Write, test, and refine prompt logic and conversation flows for specific customer use cases
• Partner with support operations teams to understand workflows, pain points, and opportunities
• Run rapid feedback loops between customer interactions and product development to continuously improve agent performance
• Serve as the in-house expert on AI agent development, translating technical capabilities into business impact
• Define success metrics and drive data-informed decisions to ensure optimal prioritization
• Create an AI strategy that scales as Lyft grows

Experience & Qualifications

• 5+ years of experience in product management, with experience or familiarity with AI, ML, or conversational interfaces
• Deep technical acumen—ability to understand and shape AI system designs, including prompt engineering and agent architectures
• Experience leading a team of engineers and setting clear goals, strategies, and multi-quarter roadmaps
• Comfortable working in fast-moving, ambiguous environments where you shape solutions as much as implement them
• Degree in Computer Science, Engineering, Math, or equivalent technical experience strongly preferred

Work Arrangement

This role is hybrid, requiring team members to be in-office 3 days per week (Mondays, Wednesdays, and Thursdays) at the New York office, with the flexibility to work from anywhere for up to 4 weeks per year.