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.

We are seeking an experienced Program Lead, Global Operations Planning, to lead our workforce planning strategy across multiple Business Process Outsourcing (BPO) partners worldwide. This strategic leadership role will oversee capacity planning for thousands of outsourced customer support agents across numerous global sites and time zones. The ideal candidate will drive data-driven decision-making to optimize staffing levels while balancing service quality, cost efficiency, and geographic distribution considerations.

• Lead global capacity planning strategy across multiple BPO partners, managing headcount forecasting and allocation across different geographic regions, sites, and time zones
• Develop and maintain sophisticated multi-site staffing models that account for regional differences in productivity, attrition, training requirements, and cost structures
• Orchestrate global capacity shifts between BPO partners and sites to optimize for cost, quality, language capabilities, and risk mitigation
• Partner with Procurement, Vendor Management, and Finance teams to negotiate capacity commitments and manage contractual obligations with BPO partners
• Establish standardized capacity planning methodologies and KPIs across all global locations while accounting for regional variations
• Lead quarterly capacity planning reviews with executive leadership, presenting global allocation recommendations with detailed cost-benefit analyses
• Develop contingency plans to mitigate geopolitical, economic, and natural disaster risks across the global BPO footprint
• Create and implement capacity optimization strategies that leverage time zone differences for follow-the-sun support models
• Performance Metrics
  • Global forecast accuracy: Maintain staffing forecast accuracy of 95%+ for 30-day forecasts and 90%+ for 90-day forecasts across all BPO partners
  • Multi-site optimization: Achieve 10%+ improvement in global capacity utilization through strategic distribution of volume across sites
  • Vendor performance: Ensure 90%+ of sites meet or exceed contractual SLAs while maintaining target headcount levels
  • Geographic risk balance: Maintain appropriate distribution of capacity to ensure no single region represents more than 40% of total support capability
  • Cost efficiency: Manage global blended hourly rate within 3% of budget through strategic volume allocation
  • Global ramp speed: Achieve 95% adherence to cross-site hiring and training timelines for new programs

• Bachelor's degree in Business Analytics, Finance, or related field 
• 5+ years of experience in global workforce planning or capacity management, with at least 3 years managing multiple BPO relationships
• Advanced proficiency with capacity planning systems and global workforce management platforms
• Expert-level skills in data analysis, statistical modeling, and scenario planning using tools such as Advanced Excel, and SQL.
• Strong understanding of global labor markets, regional productivity differences, and cultural factors affecting workforce planning
• Experience with international business operations, including knowledge of local labor laws and regulations affecting staffing
• Exceptional stakeholder management skills with ability to influence executive decision-making
• Proven track record of managing through complex international capacity challenges
• Excellent cross-cultural communication skills and experience working with global teams
• Preferred Qualifications
  • Business, analytics or Master's in relevant field 
  • Experience managing BPO relationships 
  • Multi-language proficiency preferred and/or experience supporting multiple time zones or international teams.
  • Background in international vendor management, contract negotiation, consulting
  • Experience implementing workforce management technology solutions across multiple countries
  • Knowledge of global compliance requirements affecting outsourced operations

If you're a strategic, globally-minded professional with expertise in multi-site workforce planning and a passion for optimizing complex international operations, we invite you to lead our global capacity planning efforts and make a significant impact on our customer support strategy.

• Great medical, dental, and vision insurance options with additional programs available when enrolled
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• 401(k) plan to help save for your future
• In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Subsidized commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. 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, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the Nashville area is $72,160 - $90,200. 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.

Total compensation is dependent on a variety of factors, including qualifications, experience, and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.