Director of Product, Customer Care

At Lyft, our mission is to improve people’s lives with the world’s best transportation. We create an open, inclusive, and diverse organization that connects people to transportation, changing how communities live and move. The Safety & Customer Care (SCC) Product team builds platforms, products, and experiences that support riders and drivers when they need help most and keep them safe every time they ride.

Responsibilities

• Own the vision, strategy, and multi‑year roadmap for Lyft’s Customer Care product portfolio—including AI‑driven support automation, contact‑center platforms, self‑service, issue resolution, and trust & safety products.
• 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 organization‑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, making build/buy decisions to optimize customer experiences.
• Represent Customer Care product in executive and cross‑functional forums, translating complex trade‑offs 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.
• Degree in Computer Science, Engineering, Math, a related field, or equivalent experience.

Strengths

• Strategic vision: define compelling long‑term direction and translate it into an executable roadmap.
• People leadership: hire, coach, and retain exceptional product managers and create conditions for their best work.
• Executive presence: communicate crisply with senior leadership and build alignment across complex stakeholder sets.
• Technical depth: engage credibly with engineering and data science on AI/ML systems, platform architecture, and technical trade‑offs.
• Operational rigor: make data‑informed decisions and drive measurable outcomes across cost, quality, and experience.
• Bias to action: navigate ambiguity, decide with incomplete information, and move the organization forward with urgency.

Benefits

• Great medical, dental, and vision insurance options.
• Mental health benefits.
• Family‑building benefits.
• Unlimited paid time off for salaried team members; 15 days PTO for hourly team members.
• 401(k) plan.
• 18 weeks of paid parental leave for biological, adoptive, and foster parents.
• Pre‑tax commuter benefits.
• Lyft Pink – exclusive access to new benefits of the Ridership Program.
• 12 observed holidays.

Pay

The expected salary range for this position in the San Francisco or New York areas is $236,000 – $295,000. Ranges depend on qualifications, experience, and geographic location and do not include potential equity, bonus, or benefits.

Schedule

This role is in‑office on a hybrid schedule: team members work in the office three days per week (Monday, Wednesday, Thursday). Hybrid roles have flexibility to work from anywhere for up to four weeks per year.