Global Workforce & Partner Strategy Lead

Lyft; Toronto; On-site; CAD 170,000 - 230,000; Full time

Benefits offered by this job

Extended health and dental coverage

Mental health benefits

Family building benefits

Child care benefits

Health Care Savings Account

RRSP plan

Flexible paid time off

Paid parental leave

Subsidized commuter benefits

Job summary

Lyft is seeking a Senior Manager, Global Workforce & Partner Management to shape how our worldwide staffing is sized, scheduled, funded, and protected. You will turn demand into capacity, manage spend, and own relationships with outsourced partners, guiding forecasting and real-time operations.

You'll lead forecasting, financial planning, and workforce management, partnering with Support Operations to deliver staffing plans and performance insights across multiple regions and languages.

Qualifications

• 10+ years in contact center workforce management, support operations, or operations strategy.
• Experience owning workforce planning for large global operations with in-house and outsourced teams.
• Experience owning commercial relationships with BPO partners at enterprise scale.

Responsibilities

• Plan the workforce across channels, languages, and lines of business; forecast and staff to plan.
• Monitor queues, handle time, and wait times; take corrective action when needed.
• Own workforce spend and partner billing end-to-end; drive cost per contact.
• Lead the partner business relationship and governance with outsourced partners.
• Provide leadership visibility through scorecards and business reviews.

Skills

Forecasting & planning

Vendor management

Workforce management

Financial planning

Cross-functional leadership

Stakeholder management

AI fluency

Multi-channel operations

Tools

Enterprise WFM tools

Job description

Lyft is seeking a Senior Manager, Global Workforce & Partner Management to shape how our worldwide staffing is sized, scheduled, funded, and protected. You will turn demand into capacity, manage spend, and own relationships with outsourced partners, guiding forecasting and real-time operations.

You'll lead forecasting, financial planning, and workforce management, partnering with Support Operations to deliver staffing plans and performance insights across multiple regions and languages.