Product Manager, Agent Experience

At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

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 San Francisco and New York offices.

Agent Experience is responsible for building a best in class product suite which empowers our customer support associates to help our drivers and riders when they reach out for support. Agent Experience plays a key part in delivering on Lyft’s overall strategy of ensuring the best possible experience for our customers when things go wrong. The team leverages a wide range of technologies, most recently ML and generative AI to ensure our associates can make the right decisions for our customers and the business.

Responsibilities:

• Develop support experience, tools, and intelligence to empower our agents to resolve for all Lyft customers
• Leverage the latest in AI to supercharge our agents & help our ops teams understand performance
• Define outcomes that solve for customer satisfactionCollaborate with user research, design, data science, engineering, and other functions to to build world-class in-app experiences
• Optimize against hard product and business trade-offs
• Set your team's goals, success metrics and roadmap to align with Lyft's mission and drive maximum impact

Experience:

• 3+ years of experience in product management
• Experience leading teams of engineers, setting clear goals, creating compelling strategies & multi-quarter roadmaps
• Ability to make things happen
• You manage project ambiguity, complexity and interdependencies in a structured way.
• Strengths:
  • User empathy: You care deeply about Lyft users and how they get help when things go wrong
  • Solving meaty UX/UI challenges: You are experienced at working across design, UXR, and engineering to solve difficult problems in a way that accounts for difficult tradeoffs.
  • Collaboration: You are a collaborator at heart, and love working cross-functionally to make great products happen.
  • Analytics: Enjoys working in a quantitative environment that relies on experimentation and research to make data-driven decisions

Benefits:

• Great medical, dental, and vision insurance options
• Mental health benefits
• Family building benefits
• In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Pre-tax commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.  

This role will be in-office on a hybrid schedule — Team Members will be expected to work in the office 3 days per week on Mondays, Thursdays and a team-specific third day. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year.

The expected base pay range for this position in the Nashville area is $102,000 - $127,000. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.