VP, Safety & Customer Care

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.

Lyft's Safety & Customer Care (SCC) organization manages over 1.7 million monthly customer interactions and serves as Lyft's primary direct touchpoint with riders and drivers. The focus for Safety & Customer Care is making riders and drivers feel safe and comfortable while riding or driving with Lyft, ensuring they make it safely to their destination every time, and transforming every support interaction into a moment of genuine connection. From prevention to intervention and accountability, SCC ensures the Lyft community continues to be trusted and inclusive. The over 350 person organization has two core focus areas — Trust & Safety, and Customer Care — and is made up of talented individuals across Product, Engineering, Data Science, Analytics, Design, Research, and Operations. 

The VP, Safety & Customer Care will report to the Head of LUS & SCC, Michael Brous, and be responsible for executing a strategic transformation that leverages AI to reimagine how technology and human expertise combine to deliver exceptional customer care and safety experiences at scale. We're looking for a customer-obsessed executive leader who can serve as Lyft's internal and external voice on safety and customer trust while driving execution across a complex, cross-functional organization. This role requires a unique combination of operational excellence, Trust & Safety depth, and technology transformation leadership — the ideal candidate understands what "great" looks like in safety, can shift fluidly from high-level strategy to root cause analysis with agents, and has the leadership presence to inspire and align teams across disciplines.

Lyft's ideal candidate demonstrates our core competencies:

• Safety Expertise & Judgment: Deep understanding of Trust & Safety functions — from product & tech upstream necessities to policy & operations downstream —  with the ability to see how all pieces fit together across functions. Knows what "good" looks like and can hold teams accountable to that standard. Demonstrates a forward-thinking and analytical approach to tackling unsolved safety challenges and scaling solutions for broad deployment
• Strategic Vision & Execution: Ability to develop and implement long-term strategic vision that prioritizes customer-centricity, leveraging research, data science, design, and engineering expertise to craft and execute roadmaps focused on enhancing both digital and physical aspects of the customer experience
• Transformation Leadership: Proven ability to lead organizations through significant technology-driven change while maintaining operational excellence and team morale
• Executive Presence: Credible, commanding presence with the ability to represent Lyft on safety matters with regulators, media, and senior government officials. Serves as a trusted advisor to executive leadership
• Cross-Functional Influence: Exceptional interpersonal and communication skills with proven ability to inspire teams and stakeholders. Fosters cross-functional teamwork to drive development while avoiding siloed decision-making
• Customer Centricity: Starts with the customer, not the business. When constraints conflict with customer needs, innovates to solve for both. Maintains relentless commitment to delivering superior customer experiences
• Team Building & Operational Excellence: Manages, inspires, and develops high-caliber teams, providing mentorship and coaching. Creates processes that unlock operational excellence. Comfortable managing distributed teams and multiple priorities with flexibility and adaptability

Responsibilities:

Industry, Vision & Strategy

• Leverages deep and up-to-date industry expertise — across Customer Care, Trust & Safety, and AI tools and platforms — to continue driving a forward thinking SCC vision and strategy
• Engages as a thought leader on the industry, leveraging external relationships to inform partnership opportunities

Trust and Safety Leadership & External Presence