Director of Product, Customer Care

📋 Description

• Own the vision, strategy, and multi-year roadmap for Lyft’s Customer Care product portfolio —
• Lead, coach, and grow a team of product managers, setting a high bar for product craft, execution
• Partner with senior leaders across engineering, data science, design, operations, and finance to
• Drive Lyft’s shift to AI-first customer support — from agent-assist and automation to autonomous
• Set the strategy for the platforms and tooling that power a global support organization and its BPO
• Represent Customer Care product in executive and cross-functional forums, translating complex

🎯 Requirements

• 10+ years of product management experience, including several years leading and managing product
• 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
• Strategic vision: You define a compelling long-term direction and translate it into a roadmap the

🎁 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
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible