# Senior Product Manager, Customer Care AI

**Company**: Lyft
**Location**: San Francisco, CA
**Experience**: senior
**Job type**: full-time
**Category**: Product Management
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/lyft/jobs/8783214002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_efca6eda-94e

## Description

At Lyft, our mission is to improve people's lives with the world's best transportation.

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.

## Responsibilities:

- 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

- Create an AI strategy that scales as Lyft grows

## Experience:

- 5+ years of experience in product management, with experience or familiarity with AI, ML, or conversational interfaces

- Deep technical acumen,ability to understand and shape AI system designs, including prompt engineering and agent architectures

- Experience leading a team of engineers and setting clear goals, strategies, and multi-quarter roadmaps

- Comfortable working in fast-moving, ambiguous environments where you shape solutions as much as implement them

## Strengths:

- Customer obsession: You care deeply about delivering excellent support experiences and dive deep into the details of customer problems

- Technical depth: You can engage credibly with engineers and understand AI/ML/LLM capabilities, limitations, and emerging developments

- Collaboration: You excel at working across functions,engineering, design, operations, and executive teams,to drive aligned outcomes

- Bias to action: You dive deep into complex problems, build elegant solutions, and move quickly to deploy them at scale

- Analytics: You rely on experimentation and data to make decisions and measure real-world impact

- Degree in Computer Science, Engineering, Math, or equivalent technical experience strongly preferred

## Benefits:

- Great medical, dental, and vision insurance options with additional programs available when enrolled

- Mental health benefits

- Family building benefits

- Child care and pet benefits

- 401(k) plan with company match to help save for your future

- In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off

- 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible

- Subsidized commuter benefits

- Monthly Lyft credits and complimentary Lyft Pink membership

## Skills

### Required
- AI
- ML
- conversational interfaces
- product management
- prompt engineering
- agent architectures

### Nice to have
- Computer Science
- Engineering
- Math

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/lyft/jobs/8783214002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)