Product Manager - Customer Care

Job description

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, t...