Director, AI-First Customer Care Product

Lyft; San Francisco (CA); Hybrid; USD 236,000 - 295,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Mental health benefits

Family building benefits

Paid time off

401(k)

Parental leave

Pre-tax commuter benefits

Lyft Ridership Program

Job summary

Lyft is seeking a Director of Product, Customer Care in a hybrid, in-office role based in San Francisco or New York. You will lead a team of product managers driving the customer care strategy, including AI-powered support across chat and voice, and the underlying data layer essential to improve products and experiences.

You will partner with engineering, data science, design, operations, and finance to set priorities, influence executive decisions, and ensure measurable impact.

Qualifications

• 10+ years of product management experience with leadership of PM teams.
• Proven track record building and scaling multi-workstream products.
• Experience owning large portfolios and setting multi-year strategy.
• Experience in Vendor Management.
• Fluency in customer support, AI/ML automation, or trust & safety products.

Responsibilities

• Own vision, strategy and multi-year roadmap for Customer Care products including AI-driven support and contact center platforms.
• Lead, coach, and grow a team of product managers with strong craft and execution.
• Collaborate with engineering, data science, design, operations, and finance to set priorities and outcomes.
• Drive AI-first customer support, including agent-assisted and autonomous resolution.
• Define platform and tooling strategy for global support org and BPO partners.

Skills

Product management

Leadership

Roadmap planning

AI/ML familiarity

Vendor management

Executive communication

Technical depth

Education

BS in Computer Science, Engineering, Math or related field

Job description

Lyft is seeking a Director of Product, Customer Care in a hybrid, in-office role based in San Francisco or New York. You will lead a team of product managers driving the customer care strategy, including AI-powered support across chat and voice, and the underlying data layer essential to improve products and experiences.

You will partner with engineering, data science, design, operations, and finance to set priorities, influence executive decisions, and ensure measurable impact.