Director, Customer Care Strategy & Operations

Triwill Group; Toronto; Hybrid; CAD 172,000 - 215,000; Full time

Benefits offered by this job

Extended health and dental coverage

Mental health benefits

Family building benefits

Child care and pet benefits

Health Care Savings Account

RRSP plan

Flexible paid time off

Paid parental leave (18 weeks)

Subsidized commuter benefits

Job summary

Lyft in Toronto is seeking a Director of Business Planning & Central Operations to lead planning, forecasting, and vendor management within Customer Care Operations. You will partner with senior leaders to translate objectives into resource models, build business cases, and shape capacity planning and long-range forecasts in a growth-ready, AI-enabled environment.

This role owns BPO governance, cost discipline, and integration with Product, Engineering, Legal, and Communications while building

Qualifications

• 10+ years in business strategy, operations, consulting, or investment banking with 5+ years in senior leadership.
• Strong financial and analytical foundation; capable of building capacity models and business cases.
• Experience leading growth initiatives, integrations, or partnerships in a marketplace.
• MBA or equivalent advanced degree preferred; quantitative background required.

Responsibilities

• Drive H1/H2 planning, translate objectives into operational plans and resources.
• Own capacity planning, scenario modeling, and long-range forecasting for scale.
• Lead vendor governance, cost discipline, and integration with product and engineering.
• Build okrs, dashboards, and governance rhythms for leadership visibility.

Skills

Strategic leadership

Financial modeling

Stakeholder management

Cross-functional collaboration

AI in operations

Analytical thinking

Project planning

Education

MBA or equivalent

Job description

Lyft in Toronto is seeking a Director of Business Planning & Central Operations to lead planning, forecasting, and vendor management within Customer Care Operations. You will partner with senior leaders to translate objectives into resource models, build business cases, and shape capacity planning and long-range forecasts in a growth-ready, AI-enabled environment.

This role owns BPO governance, cost discipline, and integration with Product, Engineering, Legal, and Communications while building