Lyft Operations Specialist

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. 

The primary responsibility of the Lyft Operations Center (LOC) / Event Response Team (ERT) Specialist is to serve as a central point to monitor, correlate, classify, escalate, and manage situations that impact or potentially impact Lyft assets, including employees, property, and brand. This role involves handling high-intensity events, supporting 24/7 operations, and maintaining strict privacy standards. The ideal candidate is confident, consistent, and timely, with the ability to work autonomously and juggle several varying tasks simultaneously while maintaining a passion for technology and current events.

Responsibilities:

• Real-Time Incident Response & Monitoring
  • Proactively use proprietary tools to monitor real-time incidents and anomalies impacting Lyft assets. This includes monitoring tools for incidents impacting employees traveling with Lyft.
  • Answer and assess threat incidents (including Credible Threat calls) related to Lyft assets and employees in office and field locations, using established tools and processes to escalate to necessary parties.
  • Utilize social media monitoring tools, traditional media, Slack, and other platforms for timely monitoring, tracking, assessment, and analysis of events (e.g., Acts of Violence, Acts of Terror, Public Transit Outages, Critical Utility Failures, Hurricanes) that may impact Lyft's assets, customers, or employees.
  • Employ social listening tools to evaluate incidents occurring in proximity to Lyft locations, notifying necessary teams, guiding necessary actions, and attending incident management team meetings.
  • Possesses a strong sense of ownership and thrives in environments with minimal oversight.
• Autonomous Vehicle (AV) Support
  • Handle incident response related to AV operations (ERT function), including partnering with Remote Assistance Dispatch (RAD) to support operational needs.
  • Coordinate with relevant partners (e.g., Local Depot Operations, AV partner) for incident response and remote assistance as part of the operational partnership, including partnering with Remote Assistance Dispatch (RAD) to support operational needs.
• Operational Reliability
  • Maintain a clear understanding that this job requires being on-call to handle situations outside of standard 9-5 hours, with a willingness to assist regardless of the time.
  • Arrive at work on time to ensure no incidents are missed.
• Collaboration
  • Effectively collaborate with various internal and external stakeholders to swiftly mitigate incidents that threaten Lyft assets. Partners include:
    • Stakeholder Engagement: Effectively collaborate with various internal and external stakeholders to swiftly mitigate incidents that threaten Lyft assets.
    • Internal Partners: Collaborate with internal customers such as Lyft leadership, Flexdrive leadership, Legal, SCC, and EH&S.
    • External Partners: Work with external business partners and law enforcement agencies (local and federal).
    • Team Contribution: Contribute to and thrive in a collaborative team environment.
• Administrative & Financial Management
  • Account & Financial Management: Manage responsibilities related to Account Management, Invoicing, and PO processing.
• Physical Security Coordination
  • Security Project Support: Coordinate and assist with Office and Field Physical Security projects, including equipment installs, security guard staffing, and the allocation of security resources.
• Communication & Documentation
  • Communicate market incidents to impacted teams in a timely and clear manner, advising on necessary actions for the market.
  • Communicate effectively with diverse audiences, including various levels of seniority, and communicate broadly when necessary regarding incidents impacting employees.
  • Meticulously and accurately document incident alerts in real-time.
  • Respond professionally and quickly to internal feedback and inquiries.

Experience: 

• 1+ years of experience as a Global Security Operations Center (GSOC) specialist, call center specialist, business data specialist, customer service operations or performing similar functions.
• BA / BS or equivalent experience.
• Ability to make independent decisions within a broad procedural framework.
• Must be confident, consistent, timely, able to work autonomously, and function in a schedule working alone.
• Ability to juggle several varying tasks at the same time and meet short-term, high-intensity deadlines.
• Have strong organizational and follow-up skills.
• Highly motivated with a desire to learn new technologies and industries.
• Strong verbal and written communication with excellent English spelling and vocabulary.
• Maintain an affinity for technology solutions (hardware & software) and possess brilliant internet research and social media skills.
• Proficient with Google Suite, Apple Mac, Slack, Dataminr, ONTIC, intelligence applications (i.e. Gemini, Claude, Notebook LM) and mass notification systems preferred.
• Experience working with sensitive information and a clear understanding of the importance of privacy given the nature of information monitored and tracked.
• Knowledge of and interest in monitoring ongoing current geopolitical events, with a passion for technology.
• Preferred Qualifications
  • Experience in tech, a start-up environment, or ride-sharing.
  • Previous experience in emergency/incident management, business continuity, or related fields.
  • Experience in Safety and/or de-escalation is a plus.
  • Experience supporting 24/7 operations.

Benefits:

• Great medical, dental, and vision insurance options with additional programs available when enrolled
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• 401(k) plan with company match to help save for your future
• In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Subsidized commuter benefits
• Monthly Lyft credits and complimentary Lyft Pink membership

Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the Nashville area is $59,040 - $73,800. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.