Every great support experience depends on the person behind it having the right tools, context, and intelligence to solve the problem in front of them. The Platform & Data teams build the tools our human support agents work in every day-and own the data that tells Lyft, and the world, what our customers are actually experiencing. As AI rapidly changes what's possible, we're reinventing how agents work: pairing them with copilots and AI that surface the right answer instantly, take on repetitive work, and raise the quality and consistency of every interaction. At the same time, we're building the data foundation that turns millions of support contacts into an accurate, trusted view of issue types and trends-used inside the team, across the company, and in what we report externally. This role owns that mandate end to end: setting the vision and strategy, and driving execution on the hardest problems across both the platform and its data.
Responsibilities:- Own the vision, strategy, and multi-quarter roadmap for Lyft's agent platform and the data that powers customer care & safety reporting
- Define and drive how AI and copilot capabilities make agents more efficient and raise the quality and consistency of their work
- Lead execution on the most complex, cross-cutting initiatives across the platform and its data
- Own the accuracy and integrity of customer care & safety data so it can be trusted for internal decisions, company-wide use, and external reporting on issue types and trends
- Shape how the platform is architected, configured, and operated as agent workflows and AI capabilities evolve
- Partner deeply with engineering, data science, ML, design, and support operations to turn strategy into shipped product
- Serve as the senior product voice on agent platform and data, aligning stakeholders and executives around a clear direction
- Define the metrics that matter and use them to prioritize and measure real-world impact
Experience:- 8+ years of product management experience, including owning the vision and strategy for a platform or a complex, cross-functional product area
- Direct experience with AI/ML-powered products-ideally copilots, agent-assist, or LLM-based tooling-with a real understanding of their capabilities and limits
- Strong data fluency: you've owned or worked closely with data pipelines, data quality, and reporting, and you care about getting the numbers right
- A track record of driving execution on ambiguous, high-complexity problems that span multiple teams and systems
- Comfortable operating with autonomy and influencing senior stakeholders without direct authority
- Strengths:
- Customer obsession: You care deeply about the support experience and dive into the details of customer and agent problems
- Technical depth: You engage credibly with engineers and understand platform + AI/ML/LLM capabilities, limitations, and emerging developments
- Data rigor: You treat data as a product-accurate, well-defined, and trustworthy enough to report externally
- Strategic ownership: You set direction, not just execute against it, and bring others along
- Bias to action: You break down complex problems, build elegant solutions, and move quickly to deploy them at scale
- Degree in Computer Science, Engineering, Math, or equivalent technical experience strongly preferred
Benefits:- Extended health and dental coverage options, along with life insurance and disability benefits
- Mental health benefits
- Family building benefits
- Child care and pet benefits
- Access to a Lyft funded Health Care Savings Account
- RRSP plan with company match to help save for your future
- In addition to provincial observed holidays, salaried team members are covered under Lyft's flexible paid time off policy. The policy allows team members to take off as much time as they need (with manager approval). Hourly team members get 15 days paid time off, with an additional day for each year of service
- Lyft is proud to support new parents with 18 weeks of paid time off, designed as a top-up plan to complement provincial programs. Biological, adoptive, and foster parents are all eligible.
- Subsidized commuter benefits and Lyft ride credits
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 at least 3 days per week, including 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 Toronto area is CAD $172,000 - CAD $215,000, 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.
Lyft may use artificial intelligence to screen applicants, however, Lyft employees make the ultimate selection and hiring decisions.
This job fills an existing vacancy.
