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, including but not limited to weekly/monthly metrics, safety dashboards, and case tracking reports
• Identify and help close gaps in team process, tooling, and documentation; contribute to SOPs and training materials
• Own or contribute to broader team-wide projects and initiatives that improve how the team operates
• Monitor traditional and social media channels for Lyft and rideshare safety incidents, with a focus on the most complex or highest-risk situations

Requirements

• 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, able to flex tone and detail for audiences from frontline staff to executives
• Demonstrated ability and passion for preparing executive-level communications
• Strong track record influencing cross-functionally without direct authority, including with Legal, Comms, and Policy stakeholders
• 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
• Ability to maintain composure, sound judgment, and clear communication under high-stress conditions
• High degree of accuracy and attention to detail

Benefits

• Great medical, dental, and vision insurance options with additional programs available when enrolled
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• 401(k) plan with company match to help save for your future
• In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Subsidized commuter benefits
• Monthly Lyft credits and complimentary Lyft Pink membership