Director of Product, Customer Care

At Lyft, a Most Loved Workplace® certified employer in the Transportation space, Connecting cities, one ride at a time, for a more equitable future..

<p>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.</p>

<p>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 Lyft’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.</p>

<p>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.</p>

<h2>Responsibilities:</h2>

<ul>

<li>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</li>

<li>Lead, coach, and grow a team of product managers, setting a high bar for product craft, execution, and car

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