Sr. Specialist, Crisis Communications

<p>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.</p> <p>&nbsp;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&amp;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.</p> <p>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 quality across the team.</p> <h2><strong>Responsibilities:</strong></h2> <ul> <li>Own end-to-end response for high-severity and escalated safety incidents, coordinating across Safety, Customer Experience, Communications, Press, and Legal</li> <li>Serve as a point of contact for XFN partners on complex or ambiguous cases, exercising independent judgment on strategy and messaging</li> <li>Lead retrospective analysis for high-severity incidents, identifying systemic gaps and driving them to owned action items</li> <li>Design and own the team's quality rubric and calibration process</li> <li>Draft and refine executive-level summaries and briefings on safety incidents for senior leadership</li> <li>Mentor and support the development of specialists, including case guidance, feedback, and coaching</li> <li>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</li> <li>Identify and help close gaps in team process, tooling, and documentation; contribute to SOPs and training materials</li> <li>Own or contribute to broader team-wide projects and initiatives that improve how the team operates</li> <li>Monitor traditional and social media channels for Lyft and rideshare safety incidents, with a focus on the most complex or highest-risk situations</li> <li>Intake and manage safety-related media inquiries; confirm accuracy and sentiment of press statements prior to release</li> <li>Develop messaging guidelines, b