Senior Product Manager | Support

As a Senior Product Manager, you will own individual product verticals, ensuring alignment with the broader product organization and leading cross-functional teams throughout the entire product lifecycle, from discovery to delivery. You will also drive the strategic integration of AI across the product development process, identifying and implementing AI-powered solutions that enhance customer experience, improve operational efficiency, and strengthen safety.

• Create and maintain roadmaps for Support, BackOffice, and Safety & Security, ensuring each vertical’s priorities support company objectives.

Lead, coach, and align the product managers for the three verticals. Help them set priorities, make trade-offs, and deliver against agreed outcomes.

• Build strong working relationships with PR, Legal, Call Center, and Operations, as well as Engineering, Design, Data, and other relevant stakeholders.
• Lead product discovery across customer and operational problems. Use research, feedback, data, and AI tools to identify needs, validate opportunities, and shape solutions.
• Integrate AI into discovery and delivery workflows where it improves the quality or speed of product work, such as research synthesis, analysis, prototyping, and iteration.
• Identify and develop AI-powered product solutions where they address real user or business needs, including support automation and customer or operational experiences.
• Define product goals and success measures with stakeholders; review results and adjust roadmaps based on evidence.
• Coordinate dependencies and rollout readiness across teams, including operational processes, stakeholder communications, and post-launch feedback.
• More than 5 years of product management experience, including ownership of products from discovery through launch and ongoing improvement
• Experience setting strategy and roadmaps across multiple product areas and connecting them to company objectives.
• Experience leading or developing other product managers, including coaching, setting direction, and supporting their growth.
• Strong leadership skills, with the ability to align cross-functional teams and stakeholders around shared outcomes.
• Experience working with senior and operational stakeholders, ideally including Public Relations, Legal, Call Center, and Operations.
• Strong customer discovery, problem-framing, and prioritization skills.
• Ability to define meaningful metrics, interpret qualitative and quantitative evidence, and adapt plans accordingly.
• Practical experience using AI tools in product discovery and delivery, and sound judgment in evaluating AI-powered product opportunities.
• Clear written and verbal communication, including the ability to explain product decisions, tradeoffs, and risks.
• Experience in customer support, BackOffice platforms, or Safety & Security—particularly ride safety and protecting users’ personally identifiable information (PII)—is strongly preferred.
• Experience in a high-volume marketplace, mobility, or another operationally complex consumer product is an advantage.