Director, AI-Powered Customer Care Platform

Socotra, Inc.; New York (NY); Hybrid; USD 236,000 - 295,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Unlimited PTO

401(k) plan

Parental leave

Pre-tax commuter benefits

Lyft Pink

Job summary

Lyft is seeking a Director of Product, Customer Care, to lead a team of product managers across AI-powered support, contact center platforms, and trust& safety products. You will shape the strategic roadmap, partner with engineering and data science, and drive initiatives that improve cost, quality, and customer experience globally.

This role combines leadership with hands-on product management, requiring 10+ years in PM, vendor management, and strong executive communication.

Qualifications

• Over 10 years of product management experience, including leading PM teams.
• Proven track record of building and scaling high-performing product teams.
• Experience owning large, multi-workstream portfolios and setting multi-year strategy.
• Experience in Vendor Management.
• Deep fluency in customer support, AI/ML automation, or trust & safety products.

Responsibilities

• Own the vision, strategy, and multi-year roadmap for Lyft’s Customer Care product portfolio.
• Lead, coach, and grow a team of product managers, setting a high bar for product craft and career development.
• Partner with engineering, data science, operations, and finance to set priorities and deliver outcomes.
• Drive Lyft’s shift to AI-first customer support across chat and voice.
• Define metrics and hold teams accountable to cost, quality, and experience.

Skills

Product leadership

Team building

Strategic thinking

Executive communication

AI/ML knowledge

Vendor management

Education

Degree in Computer Science or related field

Tools

AI/ML platforms

Contact center platforms

Job description

Lyft is seeking a Director of Product, Customer Care, to lead a team of product managers across AI-powered support, contact center platforms, and trust& safety products. You will shape the strategic roadmap, partner with engineering and data science, and drive initiatives that improve cost, quality, and customer experience globally.

This role combines leadership with hands-on product management, requiring 10+ years in PM, vendor management, and strong executive communication.