The opportunity
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.
What you'll do
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
What they're looking for
- 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
