Backed by a16z and Founders Fund.
About the role
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. This person will own end-to-end response for high-severity and high-visibility incidents, aligning strategy and messaging across T&S, Comms, Legal, and Policy, while also mentoring specialists, contributing to quality and process standards, and representing the team in cross-functional forums.
What they're looking for
- 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
More about this role
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.
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. This person will own end-to-end response for high-severity and high-visibility incidents, aligning strategy and messaging across T&S, Comms, Legal, and Policy, while also mentoring specialists, contributing to quality and process standards, and representing the team in cross-functional forums. You'll be a trusted voice in the room when incidents require executive visibility, and a steady presence helping specialists build their own judgment.
You should be comfortable owning ambiguity — leading a case from first alert through resolution and retrospective learning, translating what happened into clear guidance for stakeholders at every level, and knowing when and how to escalate. This role also carries responsibility for strengthening how the team operates: identifying gaps in process, contributing to training materials, and helping calibrate...
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