Description

You will lead Lyft's Safety Customer Care organization, overseeing 350+ people and 1.7 million monthly interactions, to transform safety and customer care through AI and operational excellence. You'll serve as Lyft's internal and external voice on safety and customer trust.

Requirements

• Deep understanding of Trust Safety functions from product to policy operations
• Proven ability to lead organizations through technology-driven transformation
• Executive presence to represent Lyft on safety matters with regulators and media
• Exceptional cross-functional influence and communication skills
• Customer-centric mindset with commitment to superior customer experiences

Responsibilities

• Develop and execute SCC vision and strategy leveraging AI and industry expertise
• Serve as Lyft's definitive voice on safety with regulators, media, and external stakeholders
• Guide Trust Safety function including policy enforcement, platform integrity, and incident response
• Drive product leadership to evolve SCC into an AI-native organization balancing self-serve and human touch
• Operate as trusted partner to executives and board on all Safety Customer Care matters