About this role
At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.
Lyft'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.
Responsibilities:
• Plan the workforce. Own short- and long-range forecasting and capacity planning across channels, queues, languages, and lines of business. Lock and deliver rolling billable hour forecasts to our partners, so they can staff accurately and we can hold them accountable to the plan. Build the models behind our annual and half-year plans, and stress-test them as the business and AI adoption evolve.
• Hold teams accountable to the plan. Make sure in-house and partner teams staff to the forecast, schedule to requirements, and keep agents adherent and productive. Own forecast accuracy, staffing to plan, schedule adherence, occupancy, and shrinkage.
• Manage the queues. Monitor handle time, resolution time, and wait times in real time. When wait times degrade or a mass defect hits, lead urgent queue management to protect customers.
• Give leadership clear visibility. Set the goals, scorecards, and business reviews that show how we're performing on staffing, cost, and partner health. Develop and communicate concise, evidence-based narratives for leadership.
• Own workforce spend. 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.
• Own the partner business relationship. Manage the commercial side of our BPO partnerships, including contracts, governance cadences, executive business reviews, and commercial escalations. Partner with Procurement on new agreements and renewals.
• Be a trusted partner to Support Operations. 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 custome