Product Manager - Customer Care

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.

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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

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TO BE SUCCESSFUL IN THIS ROLE:

• 4+ years of Product Management Experience 
• Must have domain expertise in telephony e.g. 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 e.g. working with prompts, evaluations, or LLM tooling
• Desired exposure to voice AI products and optimization

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BENEFITS & PERKS IN A NUTSHELL:

Flexible working arrangements	LinkedIn Learning
Sabbatical & special leave policies	WeRoad partnership
Birthday, 24th + 31st December off	Short term EU work policy
Mobility Credit	Health Insurance
Employee assistance program

 

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YOUR DAILY ADVENTURES WILL INCLUDE:

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.

You will execute tech