Lyft

Overview

Lyft's Trust and Safety team is looking for an experienced crisis communicator to own our most complex escalated cases and help strengthen the team's operational maturity.

About Lyft

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

Requirements & Eligibility

• 5+ years experience in crisis communications, with demonstrated ownership of high-stakes or high-visibility incidents
• Proven experience mentoring or developing junior team members
• Excellent communicator in written and verbal form
• Demonstrated ability and passion for preparing executive-level communications
• Strong track record influencing cross-functionally without direct authority
• Comfort working with operational data to identify trends and inform reporting
• Ability to manage multiple concurrent high-severity incidents and set priorities independently
• Experience contributing to or building operational process, quality standards, or training materials

Key Responsibilities

• Own end-to-end response for high-severity and escalated safety incidents, coordinating across Safety, Customer Experience, Communications, Press, and Legal
• Serve as a point of contact for XFN partners on complex or ambiguous cases, exercising independent judgment on strategy and messaging
• Lead retrospective analysis for high-severity incidents, identifying systemic gaps and driving them to owned action items
• Design and own the team's quality rubric and calibration process
• Draft and refine executive-level summaries and briefings on safety incidents for senior leadership
• Mentor and support the development of specialists, including case guidance, feedback, and coaching
• Query and analyze operational data to support recurring reporting and trend analysis
• Identify and help close gaps in team process, tooling, and documentation