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About the Role

As Senior Manager, Global Workforce & Partner Management at Lyft, you will be responsible for workforce sizing, scheduling, funding, and protection. You will manage demand into capacity, oversee associated spend, and lead business relationships with outsourced partners. This role involves collaborating with Support Operations leaders to ensure service delivery and quality, providing them with necessary plans, insights, and partner capacity. You will lead Forecasting, Financial Planning & Management, and Workforce Management, including Scheduling & Real-Time Operations.

Responsibilities

Own short- and long-range forecasting and capacity planning across channels, queues, languages, and lines of business.
Deliver rolling billable hour forecasts to partners for accurate staffing and accountability.
Build and stress-test models for annual and half-year plans, adapting to business and AI evolution.
Ensure in-house and partner teams staff to forecast, schedule to requirements, and maintain agent adherence and productivity.
Own forecast accuracy, staffing to plan, schedule adherence, occupancy, and shrinkage.
Monitor handle time, resolution time, and wait times in real time.
Lead urgent queue management to protect customers during degraded wait times or mass defects.
Set goals, scorecards, and business reviews to provide leadership visibility on staffing, cost, and partner health.
Develop and communicate concise, evidence-based narratives for leadership.
Manage the Customer Care workforce budget with Finance for internal and outsourced agents.
Track cost per contact and its drivers (headcount, overtime, utilization).
Govern partner billing end to end, including billable hours, rate structures, invoice accuracy, and performance-based credits.
Manage the commercial aspects of BPO partnerships, including contracts, governance cadences, executive business reviews, and commercial escalations.
Partner with Procurement on new agreements and renewals.
Collaborate with support operations leaders to meet customer goals and KPIs.
Surface insights to improve productivity, wait times, and customer experience, and implement actions.
Influence workforce distribution, including vendor allocation, site strategy, and location mix.
Plan and test business continuity to enable rapid capacity shifts during disruptions.
Act as Customer Care's primary contact with Product, Tech, and business leaders regarding changes across Lyft.
Size and scope support impact early for new initiatives, ensuring adequate staffing, funding, and readiness.
Size opportunities, articulate trade-offs, and build business cases for strategic priorities.
Optimize workforce management tools and tech stack.
Automate manual work, improve data and reporting, and enhance planning speed and accuracy.
Hire, develop, and lead a team of managers and analysts.
Set clear goals for productivity, staffing, and scheduling for outsourced workforce teams.

Requirements

10+ years in contact center workforce management, support operations, or operations strategy.
5+ years leading managers.
Proven 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 (forecast accuracy, staffing to plan, adherence, occupancy, shrinkage, handle time, wait time).
Experience holding in-house and partner teams accountable to metrics and stabilizing queues.
Experience owning the commercial relationship with BPO partners at enterprise scale (contracts, billing models, footprint, site decisions).
Experience owning a workforce budget across internal and outsourced agents.
Experience managing cost per contact.
Ability to translate capacity models into clear narratives for Finance and senior leadership.
Experience leading through influence with support operations leaders and partner teams.
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.
Builder's mindset for automating manual work and improving data and reporting.
Practical AI fluency, understanding automation's impact on demand, staffing, and partner economics.
Ability to lead teams through AI-driven shifts.
Trusted partner to Finance, Product, Tech, and Operations.
Clear, direct, and decisive communication style.

Skills

Workforce Management
Forecasting
Capacity Planning
Financial Planning & Management
Scheduling
Real-Time Operations
Queue Management
Business Relationship Management
Contract Negotiation
Budget Management
Cost Analysis
Data Analysis
Reporting
Business Continuity Planning
AI Fluency
Leadership
Team Management
Communication

Location

Toronto

Work Type

Hybrid
In-office

Experience Level

Senior Manager
10+ years experience
5+ years leading managers

Salary/Compensations

CAD $194,000 - $242,500

Benefits

Extended health and dental coverage options
Life insurance
Disability benefits
Mental health benefits
Family building benefits
Child care benefits
Pet benefits
Lyft funded Health Care Savings Account
RRSP plan
Flexible paid time off policy for salaried team members
15 days paid time off plus an additional day per year of service for hourly team members
18 weeks of paid time off for new parents (top-up plan)
Subsidized commuter benefits

About the Company

Lyft's purpose is to serve and connect.
Lyft's Customer Care Operations team handles over 1.7 million customer interactions monthly across voice, chat, and messaging.
Support is provided through in-house teams and a global network of outsourced partners.

Equal Opportunity

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 based on 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.