Senior Product Manager, Customer Care – Emerging Businesses

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

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 the company'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.

The Customer Care team makes sure that every time Lyft enters a new market, launches a new mode, or works with a new partner, riders and drivers get the support experience they expect from day one. Some of Lyft's biggest growth bets run straight through this work: expanding into new countries, putting riders into autonomous vehicles with partners like Waymo and May Mobility, and standing up entirely new lines of business. This role owns customer care across these initiatives: shaping the support experience for each, and building the platform, playbooks, and standards that let us launch the next one faster than the last. You'll work hand in hand with the internal & external teams leading each initiative, bringing a strong, independent point of view on what great customer care takes. It's high-visibility work tied directly to where Lyft is growing next.

Responsibilities:

• Own the customer care and support experience for Lyft's highest-priority growth initiatives—spanning international expansion, autonomous vehicles, and new lines of business
• Partner closely with the internal teams leading each initiative, folding customer care into the broader launch and bringing a strong, independent point of view on what great support requires
• Balance near-term launch deadlines against the longer-term goal of a repeatable customer care platform—deciding when to ship a one-off and when to invest in foundations that pay off across every future launch
• Build the customer care runbooks, product guidelines, and support standards that make each new market and partnership faster and more consistent than the last
• Define what an excellent support experience looks like across new markets, modes, and partners, for both riders and drivers
• Drive execution with product, engineering, operations, legal, and external partners to launch support on time and at quality
• Define the customer care metrics that matter and use them to prioritize and show impact

Experience:

• 5+ years of product management experience, ideally including launch-heavy or 0-to-1 work
• A track recor