Senior Product Manager, Customer Care – Emerging Businesses

About Lyft

At Lyft, our mission centers on serving and connecting communities by transforming transportation. We strive to maintain an inclusive workplace where everyone feels they belong and can excel. Lyft integrates engineering, data science, and design to pioneer innovative transportation solutions.

Role Overview

The Customer Care team ensures seamless support experiences whenever Lyft rolls out new markets, services, or partnerships. This pivotal role leads customer care strategy across key growth areas including international expansions, autonomous vehicles collaborations, and launching new business lines. The role is highly visible, directly impacting Lyft's future growth trajectories by establishing scalable support platforms, playbooks, and quality standards for new initiatives.

Key Responsibilities

• Lead the design and management of customer care experiences for Lyft's priority growth projects such as international markets, autonomous vehicle partnerships, and novel business ventures.
• Collaborate closely with internal teams steering these initiatives to incorporate a robust customer support perspective across launches.
• Evaluate the balance between immediate launch requirements and building sustainable, repeatable customer care infrastructures.
• Create comprehensive customer care guides, product protocols, and support frameworks enhancing speed and consistency in market entries.
• Define exemplary support standards tailored for riders and drivers across diverse markets and offerings.
• Coordinate execution with product, engineering, operations, legal, and external collaborators to ensure timely, high-quality deployment of support services.
• Identify and monitor customer care metrics essential for prioritizing efforts and demonstrating impact.

Experience & Qualifications

• Minimum of five years’ experience in product management, particularly with launching new products or working in dynamic, cross-functional environments.
• Proven ability to navigate ambiguous and fast-paced contexts involving multiple stakeholders and partnerships.
• Expertise in balancing short-term delivery deadlines with long-term platform development and strategic roadmapping.
• Flexibility to work East Coast business hours to effectively engage with international teams.
• Preferred experience in international expansion, marketplace products, autonomous technology, or partnership-based projects.
• Key strengths include influence across teams, strong customer focus, structured analytical thinking, and a bias toward rapid iteration and delivery.
• Degree in Computer Science, Engineering, Math, or equivalent technical knowledge is highly valued.

Benefits

• Comprehensive medical, dental, and vision coverage with additional optional programs.
• Support for mental health and family building.
• Childcare and pet-related employee benefits.
• 401(k) retirement plan with employer matching contributions.
• Paid time off including 12 holidays and discretionary leave for salaried employees; hourly team members receive 15 paid days off.
• 18 weeks of paid parental leave for biological, adoptive, and foster parents.
• Commuter subsidies, monthly Lyft ride credits, and complimentary Lyft Pink membership.

Work Arrangement & Salary

This hybrid position is based in New York City requiring in-office presence three days per week (Monday, Wednesday, and Thursday), with up to four weeks remote work annually. The salary range is $148,000 to $185,000 annually, excluding potential equity, bonuses, and benefits. Compensation varies based on qualifications and location.

Equal Opportunity

Lyft is committed to fostering an inclusive workforce and provides equal employment opportunities without discrimination based on legally protected characteristics. The company also considers applicants with criminal histories under applicable laws.