Lyft
Senior Product Manager, Customer Care AI
San Francisco, CA. Posted 2 months ago
The role
This person will build and optimize AI agents for customer support across chat and voice channels. They will work with engineering, data science, and ML teams to design agent capabilities and behaviors.
What you will do
- 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
- Serve as the in-house expert on AI agent development
- Define success metrics and drive data-informed decisions
- Create an AI strategy that scales as Lyft grows
Required qualifications
- 5+ years of experience in product management
- Experience or familiarity with AI, ML, or conversational interfaces
- Deep technical acumen 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
Nice to have
- Degree in Computer Science, Engineering, Math, or equivalent technical experience
Benefits
- Medical, dental, and vision insurance options
- Mental health benefits
- Family building benefits
- Child care and pet benefits
- 401(k) plan with company match
- 12 observed holidays
- Discretionary paid time off for salaried team members
- 15 days paid time off for hourly team members
- 18 weeks of paid parental leave
- Subsidized commuter benefits
- Monthly Lyft credits
- Complimentary Lyft Pink membership
About the company
Lyft connects people to transportation to change the way they live and get around their communities. The company aims to improve people's lives with the world's best transportation.