At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.
Lyft is seeking a Global Operations Planning Manager to join our Safety and Customer Care team. The Global Operations Planning Manager plays a critical role in analyzing and optimizing workforce strategies to improve efficiency, productivity, and customer service. You will analyze operational data, develop robust forecasting models, create a strong staffing planning, and collaborate with cross-functional teams to ensure we have the right talent in the right places at the right times. Your role will be critical in driving operational efficiency and supporting Lyft's growth and success.
This leader has strong analytical and financial acumen, with demonstrable experience in complex modeling and forecasting. They are passionate about using data and systems to drive excellence, continuous improvement and best in class support operations at scale.
Responsibilities:
- Collect, analyze, and interpret complex data sets related to customer support metrics to identify trends, patterns, and correlations that inform business decisions.
- Create and maintain workforce forecasting models that predict future staffing needs, focusing on customer service demands.
- Develop new methodologies to improve data analysis and predictive modeling.
- Develop and maintain global headcount plans, ensuring alignment with business objectives and market demands.
- Build and refine complex forecasting and modeling to optimize customer experience and ensure SLAs across associate teams in Safety and Customer Care
- Analyze performance trends and feedback to identify areas for improvement in workforce management.
- Monitor and report on KPIs, ensuring alignment with workforce management strategies.
- Consult on productivity metrics and support org-wide performance management, succession planning and workforce planning
- Develop reports, visualizations, and presentations to communicate strategic findings and present these insights as recommendations to key stakeholders to aid business decisions.
- Facilitate cross-functional meetings to discuss workforce planning, resource allocation, and customer service improvements.
- Work closely with Finance, Analytics, and Operations teams to ensure consistent systems and processes for workforce and financial billing and forecasting; lead initiatives and analysis efforts to achieve business objectives and customer service goals.
- Establish yourself as a valuable cross-functional thought partner to help drive business growth and opportunities across the company
Experience:
- Minimum of 5 years of experience in consulting, business analysis, leading org wide planning, finance, or a related field.
- Proven experience with data analysis, predictive forecast modeling, and customer service metrics.
- Exceptional analytical and problem-solving skills
- Strong executive communication and skilled in clearly communicating complex concepts to diverse audiences
- Strong understanding of customer service principles and metrics.
- Knowledge of strategic planning frameworks and tools.
- Understanding of global workforce dynamics and planning.
- Proficiency in data analysis using tools such as Excel and SQL
- Experience in strategic planning, BPO outsourcing, and global headcount planning is highly desirable.
- Experience using data visualization tools such as [Tableau, Mode] to create compelling visualizations and reports. They do not need to know how to create the right data but they do need to be able to pull the right data
- Experience with support tools, managing and working within a variety of them
- Self-starter with high degree of ownership; willing to do whatever it takes in a 24/7, 365 day global operation
- Excited by the prospect of leading in a fast-paced environment subject to rapid change and ambiguity
Benefits:
- Great medical, dental, and vision insurance options
- Mental health benefits
- Family building benefits
- In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
- 401(k) plan to help save for your future
- 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
- Pre-tax commuter benefits
- Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program
Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.
This role will be in-office on a hybrid schedule — Team Members will be expected to work in the office 3 days per week on Mondays, Thursdays and a team-specific third day. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year.
The expected base pay range for this position in the San Francisco area is $128,000-$160,000. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.
