Senior Product Manager, Customer Care AI

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 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 Lyft'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.</p>

<p>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.</p>

<h2><strong>Responsibilities:</strong></h2>

<ul>

<li>Build and optimize AI agents that handle customer support interactions across chat and voice channels</li>

<li>Partner directly with engineering, data science, and ML teams to design agent capabilities and behaviors</li>

<li>Write, test, and refine prompt logic and conversation flows for specific customer use cases</li>

<li>Partner with support operations teams to understand workflows

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