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Lyft // on-demand ride-sharing
Marketing, Full Time    Nashville, TN    Posted: Wednesday, November 13, 2019
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At Lyft, community is what we are & its what we do. Its what makes us different. To create the best ride for all, we start in our own community by creating an open, inclusive, & diverse organization where all team members are recognized for what they bring.

Lyfts Trust & Safety Team is looking for a strong communicator with deep knowledge of & experience with customer safety issues to manage internal & external responses to escalated Trust & Safety incidents. You will align incident response strategy & communication between Trust & Safety, Communications, Legal, Security, Compliance, & Government Relations for improved identification, quantification, & understanding of brand impact. This individual will help manage the response to incidents, informing the executive team & other key stakeholders where necessary.

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


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


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


  • Great medical, dental, & 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, & 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 & 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 & safe workplace & strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance & other similar state laws & local ordinances, & its internal policy, Lyft will also consider for employment qualified applicants with arrest & conviction records.

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