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 businessPartner 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 requiresBalance 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 launchBuild the customer care runbooks, product guidelines, and support standards that make each new market and partnership faster and more consistent than the lastDefine what an excellent support experience looks like across new markets, modes, and partners, for both riders and driversDrive execution with product, engineering, operations, legal, and external partners to launch support on time and at qualityDefine the customer care metrics that matter and use them to prioritize and show impactExperience:5+ years of product management experience, ideally including launch-heavy or 0-to-1 workA track record of shipping in ambiguous, fast-moving environments with many cross-functional dependencies partnersAbility to balance short-term delivery against long-term platform thinking + creating a roadmap to matchWillingness to work East Coast hours to collaborate with international and EU-based partners and teamsBonus: experience with international/expansion, marketplace, autonomous, or partnership-driven productsStrengths:Cross-functional influence: You lead and align teams you don't own, and bring a clear point of view rather than waiting for directionCustomer obsession: You care deeply about the support experience and dig into the details of customer, driver, and partner problemsStructured thinking: You bring order to ambiguous, multi-stakeholder problems and make the tradeoffs explicitBias to action: You move quickly, ship, and iterateDegree in Computer Science, Engineering, Math, or equivalent technical experience strongly preferredBenefits:Great medical, dental, and vision insurance options with additional programs available when enrolledMental health benefitsFamily building benefitsChild care and pet benefits401(k) plan with company match to help save for your futureIn addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligibleSubsidized commuter benefitsMonthly Lyft credits and complimentary Lyft Pink membershipLyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Your recruiter can share more information about the various in-office perks Lyft offers. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #HybridThe expected base pay range for this position in the New York City area is $148,000 - $185,000, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.