Staff Product Manager, Customer Care Platform & Data

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About the role

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. Product management at Lyft leads the integration of engineering, data science, and design to achieve the company's vision for reinventing transportation. 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. 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. 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. 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: • 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 • 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 • Serve as the senior product voice on agent platform and data, aligning stakeholders and executives around a clear direction • Define the metrics that matter and use them to prioritize and measure real-world impact Experience: • 8+ years of product management experience, including owning the vision and strategy for a platform or a complex, cross-functional product area • Direct experience with AI/ML-powered products—ideally copilots, agent-assist, or LLM-based tooling—with a real understanding of their capabilities and limits • Strong data fluency: you've owned or worked closely with data pipelines, data quality, and reporting, and you care about getting the numbers right • A track record of driving execution on ambiguous, high-complexity problems that span multiple teams and systems • Comfortable operating with autonomy and influencing senior stakeholders without direct authority • Strengths: • Customer obsession: You care deeply about the support experience and dive into the details of customer and agent problems • Technical depth: You engage credibly with engineers and understand platform + AI/ML/LLM capabilities, limitations, and emerging developments • Data rigor: You treat data as a product—accurate, well-defined, and trustworthy enough to report externally • Strategic ownership: Yo

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