- Company: Lyft
- Location: Toronto, Canada
- Job type: Full-time
- Salary: CAD $194,000 – $242,500
About the role
Lyft is seeking a Senior Manager to lead workforce planning and partner management for its Customer Care Operations team. This role involves sizing, scheduling, and funding the global workforce while managing relationships with outsourced partners. You will report to the Director, Global Strategy & Operations, and work closely with Support Operations leaders to ensure service delivery goals are met. The position is based in Toronto on a hybrid schedule, requiring in-office presence at least three days per week.
Responsibilities
- Own short- and long-range forecasting and capacity planning across all channels and languages.
- Manage the Customer Care workforce budget, tracking cost per contact and governing partner billing.
- Lead urgent queue management to protect customer experience during high-volume periods or defects.
- Manage commercial relationships with BPO partners, including contracts, governance, and executive reviews.
- Develop business continuity plans and influence site strategy and vendor allocation.
- Build and lead a team of managers and analysts, extending leadership to outsourced partner teams.
Requirements
- 10+ years in contact center workforce management or operations strategy, including 5+ years leading managers.
- Experience owning workforce planning for large, global, multi-channel operations with in-house and outsourced teams.
- Expert knowledge of workforce metrics such as forecast accuracy, adherence, occupancy, and shrinkage.
- Strong financial foundation with experience managing workforce budgets and cost per contact.
- Experience leading through influence with support operations and partner teams.
- Practical AI fluency and understanding of how automation impacts staffing and demand.
Pay and benefits
- Base salary range of CAD $194,000 – $242,500, plus potential equity and bonus.
- Extended health, dental, life insurance, and disability coverage.
- Mental health benefits, family building benefits, and child care support.
- RRSP plan and access to a Lyft-funded Health Care Savings Account.
- Flexible paid time off for salaried employees and 18 weeks of paid parental leave.
- Subsidized commuter benefits.
How to apply
Apply directly on Lyft’s own careers website. Omadaily never charges job seekers.
