Senior Product Manager, Customer Care AI
About this role
Building and optimizing AI agents that handle customer support interactions across chat and voice channels forms the core of daily operations for this position. The Customer Care group develops intelligent systems to transform support delivery by resolving issues with high quality and empowering human agents. Product managers collaborate with engineering, data science, and design functions to execute a strategic vision from San Francisco or New York offices.
Candidates direct product development by writing prompt logic, testing conversation flows, and running rapid feedback loops to improve performance. The position exists to scale AI strategy and translate technical capabilities into measurable business impact. Ideal candidates bring strong technical acumen alongside a customer-first mindset, thriving in fast-moving environments while partnering closely with multidisciplinary teams.
What you will do
- 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 while creating a scalable AI strategy.
What you need
- Bring five or more years of experience in product management, with background or familiarity in AI, ML, or conversational interfaces.
- Possess deep technical acumen to understand and shape AI system designs, including prompt engineering and agent architectures.
- Demonstrate experience leading a team of engineers and setting clear goals, strategies, and multi-quarter roadmaps.
- Maintain comfort working in fast-moving, ambiguous environments where solutions are shaped as much as implemented.
- Hold a degree in Computer Science, Engineering, Math, or equivalent technical experience.
Benefits
- Great medical, dental, and vision insurance options with additional programs available
- Mental health and family building benefits including child care and pet support
- 401(k) plan with company match
- 12 observed holidays and discretionary paid time off for salaried team members
- 18 weeks of paid parental leave for biological, adoptive, and foster parents
- Subsidized commuter benefits, monthly Lyft credits, and complimentary Lyft Pink membership
Skills and tech stack
Questions candidates ask
What is the remote or hybrid work policy?
Team members work on a hybrid schedule from the San Francisco or New York offices. Employees are expected to be in the office 3 days per week on Mondays, Wednesdays, and Thursdays, with the flexibility to work from anywhere for up to 4 weeks per year.
What is the salary range for this position?
The expected base pay range for this position in the San Francisco area is $148,000 to $185,000 per year. Actual ranges depend on factors like qualifications, experience, and geographic location, and exclude potential equity, bonuses, or benefits.
What does the team actually work on?
The Customer Care team builds intelligent AI agents that transform customer support by understanding complex needs and resolving issues. Team members design agent capabilities, refine prompt logic, and build solutions that handle real conversations while supporting human agents.