Program Lead, Global Operations Planning

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.

Responsibilities

• 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

Experience

• 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.

Benefits:

• Great medical, dental, and vision insurance options with additional programs available when enrolled
• Mental health benefits