Product Manager - Customer Care

PRODUCT MANAGER

Freenow by Lyft empowers smarter mobility decisions helping people to move freely and cities to thrive. We're seeking a Product Manager to be the next crucial member of our dynamic, diverse, and motivated team.

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.
• Domain expertise in telephony (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 (working with prompts, evaluations, or LLM tooling).
• Desired exposure to voice AI products and optimization.

BENEFITS & PERKS IN A NUTSHELL

• Flexible working arrangements.
• Sabbatical & special leave policies.
• WeRoad partnership.
• Birthday, 24th & 31st December off.
• Mobility Credit.
• Health Insurance.
• Employee assistance program.

GO TO MARKET OPERATIONS MANAGER

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.
• Executing 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.
• Proactively identifying accounts to launch automated Outbound Marketing (ABM) and re‑engagement campaigns and performing weekly health audits across Salesforce and Salesloft to resolve data discrepancies.
• Serving 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.
• 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

• Flexible working arrangements.
• Sabbatical & special leave policies.
• WeRoad partnership.
• Birthday, 24th & 31st December off.
• Mobility Credit.
• Health Insurance.
• Employee assistance program.

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.