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’s Trust and Safety Team is looking for a strong communicator with deep knowledge of and experience with customer safety issues to manage internal responses and communications regarding escalated Trust & Safety incidents.  You will align incident response strategy and communication between Trust & Safety, Communications, Legal, Security, Compliance, and Government Relations for improved identification, quantification, and understanding of safety brand impact. This individual will help to inform the executive team and other key stakeholders where necessary while acting as the main point of contact for escalated incident response.

You must be comfortable and confident in working directly with Customer Experience & Trust team members and leadership, in addition to managing deadline-dependent media inquiries regarding the delicate subject matter of Trust and Safety incidents. We’re looking for an effective and creative individual who thrives in high-priority situations to effectively respond when something goes wrong.

Responsibilities:

• Collaborate directly with Safety Support, Customer Experience, Communications, Security, and Legal teams to respond to internal and external stakeholders about safety incidents
• Draft and approve executive-level communications about safety incidents reported on the platform to share with the executive team
• Monitor traditional and social media channels for Lyft and ridesharing safety incidents
• Intake of all media inquiries from the Communications team; confirm the accuracy and sentiment of press statements prior to being sent to the media
• Develop written materials - messaging guidelines, best practices, presentations, talking points, etc. as needed
• Implement and execute incident response best practices
• Collect data and glean actionable insights from robust data sets
• Conduct Root Cause Analysis to identify process gaps and areas of opportunity within Safety Support
• Partner with Safety Support Leadership to assist with executive-level and external communications, ensuring 24/7 coverage
• Continue to refine the internal Safety Escalation process to scale with team and company growth
• Flexible schedule, willing to work non-traditional hours, weekends and holidays to support our stakeholders

Experience:

• 3+ years experience working on communications involving crisis response
• Excellent communicator in written and oral form
• Demonstrated ability and passion for preparing executive-level communications
• Proven ability to work cross-functionally, exerting influence without direct authority
• Proven ability to track and prioritize multiple concurrent incidents
• Ability to thrive in a fast-paced environment
• Ability to simplify and package large amounts of complex information in order to identify key trends and opportunities for improvement
• Possess top-notch interpersonal skills
• Excellent multi-tasking skills, able to set own priorities
• Ability to maintain enthusiasm and composure in stressful situations
• Beginner SQL Experience is a plus
• High degree of accuracy and attention to detail
• Passion for Lyft and our mission

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
• Monthly commuter subsidy to cover your transit to work
• 20% off all Lyft rides

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.