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 Customer Care Operations team handles more than 1.7 million customer interactions every month. We support riders, drivers, and businesses across voice, chat, and messaging, through in-house teams and a global network of outsourced partners.
As Senior Manager, Global Workforce & Partner Management, you'll own how our global workforce is sized, scheduled, funded, and protected. You'll turn demand into capacity, manage the spend behind it, and own the business relationship with our outsourced partners. You'll work hand in hand with the Support Operations leaders who own service delivery and quality, giving them the plans, insights, and partner capacity they need to deliver for customers. Reporting to the Director, Global Strategy & Operations, you'll lead Forecasting, Financial Planning & Management, and Workforce Management, including Scheduling & Real-Time Operations.
Responsibilities:
- Plan the workforce. Own short- and long-range forecasting and capacity planning across channels, queues, languages, and lines of business. Lock and deliver rolling billable hour forecasts to our partners, so they can staff accurately and we can hold them accountable to the plan. Build the models behind our annual and half-year plans, and stress-test them as the business and AI adoption evolve.
- Hold teams accountable to the plan. Make sure in-house and partner teams staff to the forecast, schedule to requirements, and keep agents adherent and productive. Own forecast accuracy, staffing to plan, schedule adherence, occupancy, and shrinkage.
- Manage the queues. Monitor handle time, resolution time, and wait times in real time. When wait times degrade or a mass defect hits, lead urgent queue management to protect customers.
- Give leadership clear visibility. Set the goals, scorecards, and business reviews that show how we're performing on staffing, cost, and partner health. Develop and communicate concise, evidence-based narratives for leadership.
- Own workforce spend. Manage the Customer Care workforce budget with Finance across both internal and outsourced agents. Track cost per contact and the drivers behind it, such as headcount, overtime, and utilization. Govern partner billing end to end, including billable hours, rate structures, invoice accuracy, and performance-based credits.
- Own the partner business relationship. Manage the commercial side of our BPO partnerships, including contracts, governance cadences, executive business reviews, and commercial escalations. Partner with Procurement on new agreements and renewals.
- Be a trusted partner to Support Operations. Work alongside the support operations leaders who own service delivery and quality, so their customer goals and KPIs are met. Surface the insights that move productivity, wait times, and customer experience, and turn them into action together.
- Shape our footprint and resilience. Influence where work is done and by whom, including vendor allocation, site strategy, and location mix. Plan and test business continuity so capacity can shift quickly when disruptions hit.
- See around corners. Serve as Customer Care's primary point of contact with Product, Tech, and business leaders on what's changing across Lyft, from ride volume and AI improvements to launches, global growth, integrations, and new partnerships. Size and scope the support impact early so we're staffed, funded, and ready from day one.
- Make the case for investment. Size opportunities, articulate trade-offs, and build the business cases that fund strategic priorities.
- Build a best-in-class function. Get the most out of our workforce management tools and tech stack. Automate manual work, improve data and reporting, and make planning faster and more accurate.
- Build the team, inside and out. Hire, develop, and lead a team of managers and analysts, with clear ownership across a function where finance, operations, and technology meet. Extend that leadership to the workforce teams at our outsourced partners by setting clear goals for productivity, staffing, and scheduling.
Experience:
- 10+ years in contact center workforce management, support operations, or operations strategy, including 5+ years leading managers.
- A track record of owning workforce planning for a large, global, multi-channel, multi-language operation with both in-house and outsourced teams.
- Expert command of workforce execution metrics, including forecast accuracy, staffing to plan, adherence, occupancy, shrinkage, handle time, and wait time. You know how to hold in-house and partner teams accountable to them and how to stabilize queues quickly when things go wrong.
- Experience owning the commercial relationship with BPO partners at enterprise scale, including contracts, billing models, footprint, and site decisions.
- A strong financial foundation. You've owned a workforce budget across internal and outsourced agents, managed cost per contact, and can turn capacity models into a clear story for Finance and senior leadership.
- Experience leading through influence, both with support operations leaders whose goals you help deliver and with partner teams you don't directly manage.
- Experience sizing the support impact of growth, launches, integrations, or new partnerships, ideally in a marketplace or platform business.
- Experience building business continuity plans across multiple vendors and regions.
- Hands-on experience with enterprise WFM tools, plus a builder's mindset for automating manual work and improving data and reporting.
- Practical AI fluency. You understand how automation changes demand, staffing, and partner economics, and you can lead teams through that shift.
- You're a trusted partner to Finance, Product, Tech, and Operations, and you're clear, direct, and decisive.
Benefits:
- Extended health and dental coverage options, along with life insurance and disability benefits
- Mental health benefits
- Family building benefits
- Child care and pet benefits
- Access to a Lyft funded Health Care Savings Account
- RRSP plan to help save for your future
- In addition to provincial observed holidays, salaried team members are covered under Lyft's flexible paid time off policy. The policy allows team members to take off as much time as they need (with manager approval). Hourly team members get 15 days paid time off, with an additional day for each year of service
- Lyft is proud to support new parents with 18 weeks of paid time off, designed as a top-up plan to complement provincial programs. Biological, adoptive, and foster parents are all eligible.
- Subsidized commuter benefits
Lyft is committed to creating an inclusive workforce that fosters belonging. Lyft believes that every person has a right to equal employment opportunities without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law or by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process. Please contact your recruiter if you wish to make such a request.
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 — Team Members will be expected to work in the office at least 3 days per week, including 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. Your recruiter can share more information about the various in-office perks Lyft offers. 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 Toronto area is CAD $194,000 - $242,500, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors durin