Product Manager - Customer Care

Location: Hamburg, Berlin, or Barcelona

Freenow by Lyft empowers smarter mobility decisions helping people to move freely and cities to thrive.

We're stronger than ever, rapidly scaling, and ready for you. We're seeking a Product Manager to be the next crucial member of our dynamic, diverse, and motivated team.

You will be the visionary owner of Freenow by Lyft's groundbreaking customer care products, transforming call center experiences and operational workflows. This is a deeply hands-on role where you will operate at the intersection of innovation, partnering closely with Engineering, external vendors, and Operations to relentlessly build and optimize our industry-leading solutions.

YOUR DAILY ADVENTURES WILL INCLUDE:

• Own the end-to-end product strategy for customer care product team across booking, support, and ops workflows.
• Build and scale telephony/call center solutions (voice agents, routing, reporting, human handover).
• Manage external vendors (telephony, speech, LLM, tooling) and make build vs buy decisions.
• Define and iterate on conversation flows, prompts, settings, and evaluations, while working with engineering and external vendors to optimize speech-to-text, text-to-speech, intent detection, LLM performance, and latency.
• Partner with country and local ops teams to adapt flows to localization needs.
• Track and optimize our metrics around voice AI.
• Own delivery: roadmap, prioritization, rollouts

TO BE SUCCESSFUL IN THIS ROLE:

• 4+ years of Product Management Experience 
• Must have domain expertise in telephony e.g. Aircall, Twilio, Vonage
• Hands-on experience building call center or contact center products
• Startup or scale-up mindset; fast execution, high ownership, metrics focused

• Experience working on operations-heavy businesses and products.
• Good stakeholder management and comfortable working with local operations teams
• Vendor management experience across multiple partners, including procurement and shortlisting of new vendors
• Exposure to AI/ML products e.g. working with prompts, evaluations, or LLM tooling
• Desired exposure to voice AI products and optimization

BENEFITS & PERKS IN A NUTSHELL:

YOUR DAILY ADVENTURES WILL INCLUDE:

As the Go To Market Operations Manager, you will act as the strategic engine for Freenow by Lyft for Business, leading cross-functional coordination to align marketing and sales execution across all countries. Your daily adventures will include managing the architectural integrity of HubSpot and designing complex "logic engines" to automate the customer journey from lead capture to sales handoff.

You will execute technical lead routing strategies to ensure "speed to lead" targets are met while using AI-driven tools like Clay to automate repetitive tasks and enhance data enrichment. Beyond system maintenance, you will proactively identify accounts to launch automated Outbound Marketing (ABM) and re-engagement campaigns and perform weekly health audits across Salesforce and Salesloft to resolve data discrepancies. 

Ultimately, you will serve as a technical liaison, translating complex automations into clear performance reports for senior leadership to ensure a scalable and efficient operational infrastructure

TO BE SUCCESSFUL IN THIS ROLE:

• At least 3 to 5 years of relevant working experience outbound Marketing. 
• Expert-level, hands-on management of CRMs like HubSpot, Salesloft, and Salesforce.
• Proficiency with automation tools like Clay, Cargo, or Zapier, ideally including basic scripting in JavaScript or Python.
• Proven experience with Account-Based Marketing (ABM) models and tools that empower sales outbounding.
• Ability to serve as the primary contact for resolving tech stack issues and data friction.
• Excellence in technical translation and leading alignment meetings between Sales and Marketing teams.
• The ability to stay ahead of "MarTech" trends to keep the operational infrastructure competitive

BENEFITS & PERKS IN A NUTSHELL:

DIVERSITY, EQUITY & INCLUSION:

Freenow is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age.
We want you to grow and evolve, bring your true self to work. 

ABOUT US:

Freenow by Lyft empowers smarter mobility decisions, helping people to move freely and cities to thrive. Through our multi-mobility app, we feature broad options for everyone across 9 European markets and over 180 cities. Millions of passengers can access services including taxis, private hire vehicles, carsharing, car rental, e-scooters, e-bikes, e-mopeds, and public transport within a single app. 

In July 2025 Freenow was acquired by Lyft, a global mobility platform, which connects riders and drivers for billions of rides across North America and Europe. Together, Freenow and Lyft are creating a more caring and connected world, with transportation for everyone. We are a global, diverse, highly motivated, and collaborative team that strives for excellence and likes to have fun. Ready for your next ride?