Senior Product Manager, Customer Care AI
About this role
Product managers who thrive in ambiguous environments and enjoy driving rapid innovation will find a strong fit within this Customer Care AI group at Lyft. The team focuses on building intelligent conversational agents that handle real support interactions and assist human agents across chat and voice channels. Daily work involves partnering closely with engineering, data science, and support operations to design agent workflows, write prompt logic, and scale support automation capabilities. The position exists to shape the future of transportation support by replacing traditional automation with advanced AI systems that resolve issues with human-level quality. Ideal candidates bring deep technical acumen alongside a strong user-centric mindset to translate complex AI capabilities into measurable business impact.
What you will do
- Design and optimize intelligent AI agents that manage customer support interactions across both chat and voice channels.
- Collaborate directly with engineering, machine learning, and data science teams to shape agent behaviors and system architectures.
- Draft, test, and refine specific prompt logic and conversation flows for targeted customer use cases.
- Work alongside support operations to analyze workflows, identify user pain points, and uncover product opportunities.
- Establish rapid feedback loops between live customer interactions and product development cycles to boost agent performance.
- Translate advanced technical AI capabilities into clear business outcomes while defining overall product success metrics.
- Formulate and execute a scalable AI strategy that supports broader company growth.
What you need
- Bring at least five years of professional product management experience, with specific background or familiarity in AI, machine learning, or conversational interfaces.
- Demonstrate deep technical acumen to understand and shape AI system designs, including agent architectures and prompt engineering.
- Possess prior experience leading engineering teams while setting clear goals, product strategies, and multi-quarter roadmaps.
- Show comfort working inside fast-moving, ambiguous environments where solutions require active shaping and implementation.
- 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, family building, child care, and pet benefits
- 401(k) plan with company match
- Discretionary paid time off alongside 12 observed holidays
- 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 work or in-office policy for this job?
This hybrid position requires working from the New York office 3 days per week on Mondays, Wednesdays, and Thursdays. Additionally, hybrid team members have the flexibility to work from anywhere for up to 4 weeks per year.
What is the salary range for this role?
The expected base pay range for this position in the New York City area is $148,000 to $185,000 per year. Actual pay depends on factors including qualifications, experience, and geographic location, and the range does not include potential equity, bonuses, or benefits.
What kind of team will I be working with?
You will work cross-functionally with engineering, data science, machine learning, support operations, and insights teams. The group sits at the forefront of building intelligent AI agents to transform customer support.