--- title: 'Senior Product Manager, Customer Care AI at Lyft' canonical: 'https://feeny.ai/job/senior-product-manager-customer-care-ai-lyft-san-francisco-4wpewa3yst15' type: 'job' last_seen: '2026-09-15' --- # Senior Product Manager, Customer Care AI at Lyft - **Company:** Lyft - **Location:** San Francisco, CA - **Posted:** 2026-09-08 - **Last confirmed live:** 2026-09-15 - **Apply:** https://app.careerpuck.com/job-board/lyft/job/8783214002?gh_jid=8783214002 ## Job 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 managers 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 Managers to innovate and execute across a rapidly growing, fast paced company and industry from our San Francisco and New York offices. 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 our human agents with more information to solve issues. They work alongside our support ops and insights teams to create exceptional experiences when our customers need help most. 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: - 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 - Strengths: - Customer obsession: You care deeply about delivering excellent support experiences and dive deep into the details of customer problems - Technical depth: You can engage credibly with engineers and understand AI/ML/LLM capabilities, limitations, and emerging developments - Collaboration: You excel at working across functions—engineering, design, operations, and executive teams—to drive aligned outcomes - Bias to action: You dive deep into complex problems, build elegant solutions, and move quickly to deploy them at scale - Analytics: You rely on experimentation and data to make decisions and measure real-world impact - Degree in Computer Science, Engineering, Math, or equivalent technical experience strongly preferred 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 Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. 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, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law. Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Your recruiter can share more information about the various in-office perks Lyft offers. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid The expected base pay range for this position in the San Francisco area is $148,000-185,000/year. 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. ## About Lyft ## Company Overview - **One-liner**: Lyft operates a ride-hailing, bikeshare, and scooter platform that connects drivers and riders, aiming to reduce personal car ownership and make cities more livable. - **Entity Type**: Public (NASDAQ: LYFT) - **Headquarters**: San Francisco, California, USA - **Founded**: 2012 - **Founders**: Logan Green and John Zimmer ## Core Business - **Primary industry/industries**: Mobility, Transportation, Ride-hailing, Micromobility - **Target customers**: B2C (riders and drivers), B2B (Lyft Business for enterprise commutes), and public sector (transit partnerships) - **Mission or purpose statement**: "To serve and connect" — building a more connected world, ride by ride. ## Products & Services - **[Lyft Rideshare]**: The core on-demand ride-hailing service connecting passengers with drivers. Type: Platform / Service. - **[Lyft Pink]**: A subscription membership offering perks like discounted rides, priority airport pickups, and free bike/scooter unlocks. Type: Subscription. - **[Lyft Business]**: A suite of tools for companies to manage employee commutes, client rides, and delivery logistics. Type: B2B SaaS / Service. - **[Lyft Bikes & Scooters]**: Shared electric bikes and scooters available in select cities, including the Bixi network in Montreal. Type: Micromobility Service. - **[Lyft Flexdrive]**: A car rental program for drivers who don't own a vehicle, enabling them to earn on the platform. Type: Service / Fleet Management. - **[Lyft Ads]**: In-app advertising platform allowing brands to reach riders and drivers. Type: Ad Tech / Marketplace. ## Market Standing - **Valuation/Market Cap**: Approximately $4.5 billion (as of mid-2025, market cap fluctuates). **Not publicly available** for private valuation — public company. - **Key Metric**: Annual Revenue of approximately $4.4 billion (FY 2023), with $1.3 billion in Q1 2025 reported revenue. - **Notable Investors/Partners**: Major institutional investors include Fidelity, Vanguard, and BlackRock. Key partners include Uber (in some markets, e.g., transit data sharing), Motivate (bikeshare operator), and various municipal transit agencies. - **Growth Signals**: Launched Lyft Ads in 2024; expanded into autonomous vehicle partnerships (Waymo, Motional); opened new offices in Toronto (2024) and Mexico City (2022); strong recovery in ride volumes post-pandemic. ## Competitive Advantages - **Differentiated brand and culture**: Known for a friendlier, more community-oriented brand compared to competitors, with a focus on driver and rider safety. - **Integrated multimodal platform**: Combines ride-hailing, bikes, scooters, and public transit info in one app, making it a one-stop mobility solution. - **Strong transit partnerships**: Deep integrations with city transit agencies (e.g., Montreal's Bixi, LA Metro) provide a unique public-sector moat. - **Data & network effects**: Large dataset on urban mobility patterns enables better routing, pricing, and demand prediction. ## Strategic Focus - **Autonomous vehicle (AV) readiness**: Building partnerships and infrastructure to integrate AVs into the platform, positioning for a future without human drivers. - **Advertising revenue**: Scaling Lyft Ads to create a new high-margin revenue stream, leveraging its large user base. - **International expansion**: Selectively entering new markets (e.g., Canada, Mexico) and deepening presence in existing ones via bikeshare and transit. - **Profitability**: Continued focus on operational efficiency and cost discipline to achieve sustained GAAP profitability. ## Why Work Here - **Culture**: Lyft emphasizes a welcoming, inclusive culture with core values like "Be yourself," "Make it happen," and "Uplift others." The company fosters a strong sense of belonging through Employee Resource Groups (ERGs) and community events. - **Remote/Hybrid/Office Policy**: Hybrid model — employees are expected in the office a few days a week, with flexibility. Offices are designed with tech-equipped workspaces, stocked kitchens, and themed rooms. - **Notable Perks**: - **Health & Well-being**: Comprehensive medical, dental, vision; free One Medical membership; free access to therapists via Modern Health. - **Time Off**: Unlimited paid vacation for salaried US employees; generous PTO for hourly employees. - **Parental Leave**: 18 weeks of paid leave for all new parents (biological, adoptive, foster). - **Financial**: 401(k) plan with financial training sessions. - **Commute**: Free Lyft Pink membership; pre-tax commuter benefits. - **Learning**: Udemy subscription for professional development; mentorship programs for interns and new grads. - **Office Environment**: Dog-friendly offices; regular team offsites and social events. - **Engineering Culture**: Known for high-impact work on large-scale distributed systems, machine learning, and mobile engineering. Early-career talent is highly valued, with structured mentorship and real project ownership. ## Sources 1. [Lyft Careers](https://www.lyft.com/careers) 2. [Lyft Life at Lyft](https://www.lyft.com/careers/life-at-lyft) 3. [Lyft Early Talent Programs](https://www.lyft.com/careers/early-talent) 4. [Lyft Homepage](https://www.lyft.com/) 5. 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