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 record of shipping in ambiguous, fast-moving environments with many cross-functional dependencies & partners
- Ability to balance short-term delivery against long-term platform thinking + creating a roadmap to match
- Willingness to work East Coast hours to collaborate with international and EU-based partners and teams
- Bonus: experience with international/expansion, marketplace, autonomous, or partnership-driven products
- Strengths:
- Cross-functional influence: You lead and align teams you don't own, and bring a clear point of view rather than waiting for direction
- Customer obsession: You care deeply about the support experience and dig into the details of customer, driver, and partner problems
- Structured thinking: You bring order to ambiguous, multi-stakeholder problems and make the tradeoffs explicit
- Bias to action: You move quickly, ship, and iterate
- 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
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 San Francisco 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.
