Staff Product Manager, Customer Care Platform & Data at Lyft. About the role As a Staff Product Manager for the Customer Care Platform & Data at Lyft, you will play a pivotal role in enhancing the customer experience through innovative product strategies and data-driven insights.
This position is designed for an experienced leader who is passionate about leveraging technology to improve customer interactions and operational efficiency. You will collaborate with cross-functional teams to define product vision, prioritize initiatives, and drive the development of solutions that meet the needs of our users and stakeholders.

Your expertise will help shape the future of customer care at Lyft, ensuring that we deliver exceptional service to our riders and drivers alike.

Key Facts

- Location: Toronto, Canada
- Engagement: Full-time
- Salary: Competitive, commensurate with experience
- Visa: Sponsorship available for qualified candidates

What you'll do

- Lead the strategic vision and roadmap for the Customer Care Platform, ensuring alignment with Lyft's overall business objectives and customer satisfaction goals.
- Collaborate with engineering, design, and data science teams to develop and enhance features that improve the customer support experience.
- Analyze customer feedback and data to identify pain points and opportunities for improvement, translating insights into actionable product requirements.
- Prioritize product initiatives based on business impact, customer needs, and technical feasibility, ensuring that the team focuses on high-value projects.
- Drive the development process by writing clear and concise product specifications, user stories, and acceptance criteria that guide the engineering team.




- Facilitate cross-functional collaboration by organizing and leading meetings, workshops, and brainstorming sessions to gather input and foster innovation.
- Monitor key performance indicators (KPIs) to assess the success of product initiatives, using data to inform future decisions and adjustments.
- Stay current with industry trends and best practices in customer care and product management, applying this knowledge to enhance Lyft's offerings.
- Mentor and guide junior product managers and team members, fostering a culture of learning and continuous improvement within the product team.
- Engage with stakeholders across the organization to communicate product updates, gather feedback, and align on priorities.
- Conduct competitive analysis to understand market positioning and identify opportunities for differentiation in customer care solutions.
- Advocate for the customer by ensuring that their voice is represented in product decisions and that the solutions developed genuinely address their needs.

Requirements

- A minimum of 5 years of experience in product management, with a focus on customer care or related platforms.
- Proven track record of successfully launching and managing products throughout their lifecycle, from ideation to execution.
- Solid analytical skills, with the ability to interpret complex data sets and translate findings into actionable insights.




- Excellent communication and interpersonal skills, capable of working effectively with diverse teams and stakeholders.
- Experience with agile methodologies and familiarity with product management tools such as JIRA, Confluence, or similar platforms.
- Ability to think strategically while also being detail-oriented, balancing long-term vision with short-term execution.
- A customer-centric mindset, with a passion for delivering exceptional user experiences and solving customer problems.

Nice to have

- Experience in the transportation or mobility sector, with an understanding of the unique challenges and opportunities in customer care.
- Familiarity with machine learning and data analytics tools, enabling data-driven decision-making.
- Previous experience in mentoring or leading product teams, fostering a collaborative and innovative environment.

Skills & tools

- Proficiency in product management software (e.g., JIRA, Trello, Asana)
- Strong understanding of data analytics tools (e.g., SQL, Tableau, Google Analytics)
- Familiarity with customer relationship management (CRM) systems and customer support platforms
- Excellent presentation skills, with the ability to convey complex ideas clearly and persuasively

Practical notes

- This role is based in Toronto, Canada, and may require occasional travel for team meetings or stakeholder engagements.
- Candidates should be prepared to demonstrate their experience with product management methodologies and provide examples of past successes in similar roles.

Lyft is committed to fostering an inclusive and diverse work environment. We encourage applications from individuals of all backgrounds and experiences.

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📌 Staff Product Manager, Customer Care Platform & Data (Toronto)
🏢 Lyft
📍 Toronto