product
Posted 2 days agoStaff Product Manager, Customer Care Platform & Data
at lyft
Toronto, CanadaHybrid
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
- Define the metrics that matter and use them to prioritize and measure real-world impact Experience:
- A track record of driving execution on ambiguous, high-complexity problems that span multiple teams and systems
Requirements
- 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.
- 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
- experience with AI/ML-powered products—ideally copilots, agent-assist, or LLM-based tooling—with a real understanding of their capabilities and limits
- Technical depth: You engage credibly with engineers and understand platform + AI/ML/LLM capabilities, limitations, and emerging developments
- Degree in Computer Science, Engineering, Math, or equivalent technical experience strongly preferred Benefits:
- Lyft may use artificial intelligence to screen applicants, however, Lyft employees make the ultimate selection and hiring decisions.
Benefits
- Product management at Lyft leads the integration of engineering, data science, and design to achieve the company's vision for reinventing transportation.
- 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:
- Extended health and dental coverage options, along with life insurance and disability benefits
- Child care and pet benefits
- Access to a Lyft funded Health Care Savings Account
- In addition to provincial observed holidays, salaried team members are covered under Lyft's flexible paid time off policy.
- 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
- Your recruiter can share more information about the various in-office perks Lyft offers.
- 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.
Additional details
- At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.
- Lyft connects people to transportation to change the way we live and get around our communities.
- We are looking for product managers who bring exceptional creative and analytical skills to drive forward a best in class product.
- We are looking for entrepreneurial and passionate Product Managers to innovate and execute across a rapidly growing, fast paced company and industry from our Toronto office. 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.
- 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.
- Serve as the senior product voice on agent platform and data, aligning stakeholders and executives around a clear direction
- Strong data fluency: you've owned or worked closely with data pipelines, data quality, and reporting, and you care about getting the numbers right
- Comfortable operating with autonomy and influencing senior stakeholders without direct authority Strengths: