Product Manager, Support Tech

    • Nashville, TN

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 headquarters

As part of the Support & Customer Engagement Technology organization, the Associate Tools team is responsible for delivering best-in-class tools that enable our customer support associates to accurately and efficiently provide help for our drivers and riders. We’re looking for a product manager to join our team in Nashville and work with engineers, designers, data science, and support operations to define and execute on a compelling vision that ladders up to the org & company’s top priorities. You will ensure we’re solving the needs of our customers (support associates, riders, drivers) and drive business impact by actively seeking out new product solutions and prioritizing them appropriately. You will design and build new tools to improve the support workflow, collaborate with associates to optimize our current tools for high-impact use cases, and assist in triaging critical production bugs.

Responsibilities:


  • Set your team's goals, success metrics and roadmap to align with Lyft's mission and drive maximum impact based on data analysis, market research and usability studies.

  • Completely own your team's products, existing or new, from ideation, through development, to launch, growth and maintenance.

  • Lead and align cross functional partners and teams: engineers, designers, analysts, business partners and operations to drive a shared vision. 

  • Communicate clearly roadmaps, priorities, experiments and decisions across a wide spectrum of audiences from partner teams to executive levels.


Experience:

  • Minimum of 4 years of relevant experience

  • Experience in product management, product design, or equivalent consultant experience.

  • An academic background in Computer Science or related engineering or technical discipline.

  • Passion for Lyft and what we are trying to achieve in sustainable urban transportation, and/or passion for customer support/engagement and associated tools.

  • Ability to make things happen. You manage project ambiguity, complexity, and interdependencies in an organized and structured way. Be able to define and analyze metrics that inform the success of products.

  • Excellent judgment and thoughtfulness about the dynamics of a product ecosystem. 

  • Strong communication skills and intuition for communication strategy at every level -- within teams, within the company, to users, and other audiences.

  • Ability to conceptualize, manage, and prioritize multiple projects for stakeholders.

  • Detail oriented with superior organizational skills -- balancing multiple projects, deadlines, and requests should be second nature to you.


Benefits:


  • Great medical, dental, and vision insurance options

  • In addition to 11 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 Employment Opportunity employer that proudly pursues and hires a diverse workforce. Lyft does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Lyft will also consider for employment qualified applicants with arrest and conviction records.


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