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.

Since 2020, Lyft Mexico has been building its team and in May 2022, we opened an office in the heart of Mexico City. We have grown to more than 200 team members across key business areas in the country, and we are looking to continue growing by providing team members with the best work experience.  

Lyft is seeking a highly skilled and detail-oriented Workforce Demand Planner to join our Global Planning team. This pivotal role is essential to ensuring that our staffing forecasts are not only accurate but also adaptable to the ever-changing needs of our business. The ideal candidate will possess a strong analytical mindset, exceptional problem-solving skills, and the ability to synthesize inputs from various teams to create comprehensive staffing plans.

As a Workforce Demand Planner, you will be at the forefront of our staffing strategy, working closely with cross-functional teams to gather and analyze data, identify trends, and develop forecasts that support our operational goals. You will be responsible for creating short, mid, and long-term staffing plans that align with our business objectives, ensuring that we have the right number of staff at the right times to meet demand.

In this role, you will also monitor forecast accuracy, provide actionable insights, and recommend improvements to our workforce management processes. Your ability to communicate effectively with stakeholders at all levels of the organization will be crucial in driving our staffing strategy forward. 

If you thrive in a fast-paced environment and are passionate about optimizing staffing levels to meet business needs, we encourage you to apply.

Responsibilities:

• Lead end-to-end workforce demand planning processes for a large-scale customer support organization
• Develop and maintain sophisticated forecasting models using historical data, business intelligence, and predictive analytics
• Partner with operations leaders to translate business strategies into staffing requirements
• Create and optimize staffing scenarios based on service level agreements, budget constraints, and business objectives
• Monitor forecast accuracy and develop strategies for continuous improvement
• Collaborate with recruitment and training teams to ensure alignment between hiring plans and forecasted demand
• Present workforce insights and recommendations to senior leadership
• Mentor junior analysts and contribute to the development of best practices

Experience:

• Minimum 3+ years experience in workforce management, forecasting, or a similar analytical role.
• Experience working with BPO outsourcing to staff for multi-channel/tier support organizations (Preferred)
• Strong analytical skills with the ability to interpret complex data sets.
• Proficiency in workforce management software and tools (e.g., NICE, Verint, Aspect)
• Excellent communication and collaboration skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Strong attention to detail and organizational skills.
• Business intelligence tools (e.g., Tableau)
• Experience in a fast-paced, dynamic work environment.
• Knowledge of industry best practices in workforce management.
• Passionate about providing best in class customer experiences.
• Self-starter with high degree of ownership; willing to do whatever it takes in a 24/7, 365 day global operation

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 Mexico City — 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

Please submit your resume in English.