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.

Overview

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.

Key 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

• Serve as Lyft's definitive voice on safety and customer trust with regulators, policymakers, media, and external stakeholders
• Operate as a trusted partner to the Lyft executives and the board on all matters of Safety & Customer Care, extending beyond just SCC and into other company priorities, such as autonomous vehicles
• Guide Lyft's Trust & Safety function, ensuring consistent preventive efforts, policy enforcement, platform integrity, and rapid response to safety incidents

Product Leadership & AI Transformation

• Demonstrate keen product sense to guide tech roadmaps that bring our ambitious vision to life
• Drive the evolution of SCC into an AI-native organization, scaling self-serve and agent AI while balancing high quality and efficient human touch that build customer loyalty
• Oversee platform modernization, including migration to modern systems and deprecation of legacy tools

Operational Leadership & P&L Ownership

• Own the SCC P&L, maintaining cost discipline while investing in quality and transformation
• Drive operational excellence across all customer touchpoints: chat, voice, email, and emerging channels
• Accountable to the delivery of key metrics across operations (i.e. SLAs, service quality), product & tech, and safety (i.e. incidents, deactivations)

Cross-Organizational Partnership

• Partner with stakeholders across the Lyft business – Legal, Communications, Policy and more – to drive upstream improvements that prevent customer issues
• Create the environment that ensures customer insights inform product development and company-wide decisions
• Shape SCC's role in expansions and strategic partnerships to ensure safety and support readiness from day one

Organization & Culture

• Lead