Crisis Communications, Specialist

At Lyft, community is what we are, and it’s what we do. It’s what makes us different. To create the best ride for all, we start in our own community by creating an open, inclusive, and diverse organization where all team members are recognized for what they bring.

Since 2020, Lyft Mexico has been building its team and in May 2022, we opened an office in the heart of Mexico City. We have grown to more than 200 team members across key business areas in the country, and we are looking to continue growing by providing team members with the best work experience.

Lyft’s Trust and Safety Team is looking for a strong communicator with deep knowledge of and experience with customer safety issues to transition to a new role dedicated to managing internal and external responses to escalated T&S cases.  You will align case strategy and communication between T&S, Comms, Legal, and GR for improved identification, quantification, and understanding of brand impact. This individual will help manage the response to negative incidents, ensuring reputational harm to Lyft is mitigated as much as possible, and informing the executive team and other key stakeholders where necessary.  

You must be comfortable and confident in working directly with Trust and Safety and Customer Experience team members, in addition to managing deadline-dependent media inquiries regarding the delicate subject matter of Trust and Safety issues. We’re looking for an effective and creative individual who has the ability to implement tried and true investigative strategies under high-stress conditions to effectively prepare responses when something goes wrong.

Responsibilities:

• Support the Trust & Safety team and Trust and Safety Leadership by coordinating closely with in-house Safety, Customer Experience, Communications, Press, and Legal teams to respond to internal and external stakeholders about safety incidents
• Draft executive-level summaries and updates about safety incidents reported on the platform to share with executive team
• Monitor traditional and social media channels for Lyft and ridesharing safety incidents
• Intake of all safety-related media inquiries from Comms team; confirm the accuracy and sentiment of press statements prior to being given to media
• Develop written materials - messaging guidelines, best practices, presentations, talking points, etc. as needed
• Assist as needed with executive-level and external communications 
• Work with customers on an as-needed basis to ensure rapid and high quality response to urgent issues on the platform
• Continue to be the hub for internal safety escalation processes, and scale with team and company growth
• Willing to work non-traditional hours and holidays to support our communications, press, and safety teams. 
• For this role in particular - weekend hours will be required

Experience:

• 3+ years experience working on communications involving crisis response
• Excellent communicator in written and verbal form
• Demonstrated ability and passion for preparing executive-level communications
• Proven ability to work cross-functionally, exerting influence without direct authority
• Proven ability to track and prioritize multiple concurrent incidents
• Ability to thrive in a fast-paced environment
• Possess top-notch interpersonal skills
• Excellent multitasking skills, able to set own priorities
• Ability to maintain enthusiasm and composure in stressful situations
• High degree of accuracy and attention to detail
• Passion for Lyft and our mission

This role will be in-office on a hybrid schedule if an established Lyft Location is available to the Mexico City region — Hybrid Team Members will be expected to work in the office 3 days per week on Mondays, Thursdays and a team-specific third day. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year.

Please submit your resume in English.