Support Tech Product Manager Lead

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.

As the Product lead of the team, they will manage a team of PMs and Product Ops and build in-app help experiences to proactively detect, mitigate and resolve user issues. This team plays a key role in delivering on Lyft’s company mission by guaranteeing our customer promises and making things right when they go wrong. Other than rideshare, the team also serves a platform for support experiences across other modes of transportation (e.g. Personal rental, Bike & Scooter).

Responsibilities:

• Set the strategy to develop self-resolve support solutions and escalation flows for all Lyft customers, including riders, drivers, bikers, and auto renters
• Lead the product team and define initiatives and outcomes to solve for customer retention and satisfaction
• Collaborate 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:

• 6+ years of experience in product management, product design or equivalent consultant experience with significant time spent leading consumer-facing products
• 2+ years of experience managing product managers
• Ability to make things happen. You manage project ambiguity, complexity and interdependencies in a structured way
• You will bring particular spikes in:
  • 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

For candidates living in Colorado the expected base pay range is $182,160 - $211,600 and depending on a variety of non-discriminatory factors, including qualifications, experience and geographic location.

This role is work-from-anywhere, excluding the following states and territory: Alabama, Arkansas, Delaware, Iowa, Kansas, Maine, Mississippi, Nebraska, New Haåmpshire, North Dakota, Oklahoma, South Dakota, West Virginia, Wyoming, Puerto Rico

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. 

Until further notice, Lyft employees working in the United States and Canada in any capacity (on a daily or hybrid schedule, remote, or as a visitor) are required to provide proof that they are fully vaccinated and up to date against COVID-19. Fully vaccinated and up to date means an employee has: 1) received all recommended doses in a primary series of COVID-19 vaccine; and 2) either has received a booster dose or is not yet eligible to receive a booster dose but will do so when eligible. Lyft will maintain records associated with your vaccination history in a way that is compliant with all relevant Federal, state and local laws. Exceptions to this requirement are employees who require religious or medical exemption as approved through Lyft's accommodations process. New employees must provide proof of full vaccination or receive an accommodation exception approval prior to their start date.