the company's Customer Care Operations team handles more than 1.7 million customer interactions every month. We support riders, drivers, and businesses across voice, chat, and messaging, through in-house teams and a global network of outsourced partners.

As Senior Manager, Global Workforce &

• Partner Management, you'll own how our global workforce is sized, scheduled, funded, and protected. You'll turn demand into capacity, manage the spend behind it, and own the business relationship with our outsourced partners. You'll work hand in hand with the Support Operations leaders who own service delivery and quality, giving them the plans, insights, and partner capacity they need to deliver for customers. Reporting to the Director, Global Strategy &

• Operations, you'll lead Forecasting, Financial Planning &

• Management, and Workforce Management, including Scheduling &

• Real-Time Operations.

Own short- and long-range forecasting and capacity planning across channels, queues, languages, and lines of business. Build the models behind our annual and half-year plans, and stress-test them as the business and AI adoption evolve.

Make sure in-house and partner teams staff to the forecast, schedule to requirements, and keep agents adherent and productive. When wait times degrade or a mass defect hits, lead urgent queue management to protect customers.

Manage the Customer Care workforce budget with Finance across both internal and outsourced agents. Track cost per contact and the drivers behind it, such as headcount, overtime, and utilization. Govern partner billing end to end, including billable hours, rate structures, invoice accuracy, and performance-based credits.

Manage the commercial side of our BPO partnerships, including contracts, governance cadences, executive business reviews, and commercial escalations.



Work alongside the support operations leaders who own service delivery and quality, so their customer goals and KPIs are met. Surface the insights that move productivity, wait times, and customer experience, and turn them into action together.

Influence where work is done and by whom, including vendor allocation, site strategy, and location mix. Plan and test business continuity so capacity can shift quickly when disruptions hit.

Serve as Customer Care's primary point of contact with Product, Tech, and business leaders on what's changing across the company, from ride volume and AI improvements to launches, global growth, integrations, and new partnerships. Automate manual work, improve data and reporting, and make planning faster and more accurate.

Extend that leadership to the workforce teams at our outsourced partners by setting clear goals for productivity, staffing, and scheduling.

10+ years in contact center workforce management, support operations, or operations strategy, including 5+ years leading managers.

A track record of owning workforce planning for a large, global, multi-channel, multi-language operation with both in-house and outsourced teams.

You know how to hold in-house and partner teams accountable to them and how to stabilize queues quickly when things go wrong.

Experience owning the commercial relationship with BPO partners at enterprise scale, including contracts, billing models, footprint, and site decisions.

A strong financial foundation.



You've owned a workforce budget across internal and outsourced agents, managed cost per contact, and can turn capacity models into a clear story for Finance and senior leadership.

Experience leading through influence, both with support operations leaders whose goals you help deliver and with partner teams you don't directly manage.

Experience building business continuity plans across multiple vendors and regions.

Hands-on experience with enterprise WFM tools, plus a builder's mindset for automating manual work and improving data and reporting.

You understand how automation changes demand, staffing, and partner economics, and you can lead teams through that shift.

Extended health and dental coverage options, along with life insurance and disability benefits

Family building benefits

Child care and pet benefits

Access to a the company funded Health Care Savings Account

RRSP plan to help save for your future In addition to provincial observed holidays, salaried team members are covered under the company's versatile paid time off policy. The policy allows team members to take off as much time as they need (with manager approval). Hourly team members get 15 days paid time off, with an additional day for each year of service the company is proud to support recent parents with 18 weeks of paid time off, designed as a top-up plan to complement provincial programs. the company believes that every person has a right to equal employment opportunities without discrimination because of 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.

Accommodation for persons with disabilities will be provided #

📌 Senior Manager, Global Workforce Planning (Toronto)
🏢 Lyft
📍 Toronto