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. This team works cross-functionally to design, deploy, and scale AI agents that handle real customer conversations and empower our human agents with more information to solve issues. They work alongside our support ops and insights teams to create exceptional experiences when our customers need help most.
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

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. #Hybrid

The expected base pay range for this position in the New York City area is $148,000-185,000/year. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.