Director, Business Planning & Central Operations

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.

Sitting within the broader Safety & Customer Care team, Lyft's Customer Care Operations organization manages over 1.7 million monthly customer interactions and serves as the company's primary direct touchpoint with riders, drivers, and businesses — spanning frontline support across multiple customer segments, a global BPO workforce, and the central functions that enable them to operate at scale.

The Director of Business Planning & Central Operations is a newly created role at the center of how Customer Care runs and grows. This leader will ensure the org is resourced and positioned for the future, and will own the functions that keep Customer Care financially disciplined and execution-ready. Reporting to the Senior Director of Customer Care Operations, they will lead five functions: Planning & Forecasting, Workforce Management, Readiness & Integration, Vendor Management, and Support Excellence.

Business Planning & Strategy

• Partner with the Senior Director to drive H1 and H2 planning — translating annual objectives into operational plans, investment decisions, and resource models.
• Lead the investment brief process: sizing opportunities, articulating trade-offs, and building the business cases that secure resourcing for strategic priorities.
• Drive capacity planning, scenario modeling, and long-range forecasting to ensure the internal and external workforce scales efficiently alongside platform growth and AI adoption.
• Define and operationalize OKRs across the portfolio, then build the rhythms and infrastructure — scorecards, business reviews, and performance dashboards — that hold teams accountable and give leadership clear visibility into progress and outcomes.

Growth & Integrations

• Lead operational readiness for major product launches, external partnerships, and platform expansions — ensuring Customer Care is prepared from scoping through hypercare.
• Own the integration framework for new lines of business and strategic partnerships, including Lyft's expansion into autonomous vehicles and external mobility platforms.
• Serve as the connective tissue between Customer Care and Product, Engineering, Legal, and Communications on initiatives with significant customer support implications.

Vendor & Financial Operations

• Own financial operations across the portfolio, partnering with Finance and Workforce Management to maintain cost discipline, model the impact of product changes and AI automation, and invest strategically in quality and transformation.
• Lead end-to-end management of Lyft's BPO vendor relationships — owning governance cadences, enterprise-level performance reviews, SLA enforcement, escalation management, and contract renewals, in close partnership with Procurement for new and renegotiated agreements.

People Leadership

• Hire, develop, and retain high-performing teams.
• Create clarity of ownership across a function that sits at the intersection of finance, operations, and technology, where the decisions made show up directly in customer experience and cost structure.

• 10+ years in business strategy, operations, consulting, or investment banking, with at least 5 years in a senior leadership role owning complex operational or strategic functions.
• Strong financial and analytical foundation — comfortable building capacity models, stress-testing business cases, and translating the output into a crisp leadership narrative.
• Experience leading or supporting large-scale growth initiatives, integrations, or partnerships, ideally in a marketplace or platform business.
• AI fluency — you understand how AI is reshaping operations and can lead through that transformation with confidence.
• Exceptional cross-functional partner — you build trust with Finance, Product, Tech, and Operations and can drive alignment across a matrixed organization.
• Clear, direct, and decisive — you make decisions with the information available, communicate them crisply, and adapt when new data arrives.
• Experience in customer support or contact center operations is a plus, not a requirement.
• MBA or equivalent advanced degree preferred; strong quantitative background required.

• Extended health and dental coverage options, along with life insurance and disability benefits
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• Access to a Lyft 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 Lyft's flexible 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 
• Lyft is proud to support new parents with 18 weeks of paid time off, designed as a top-up plan to complement provincial programs. Biological, adoptive, and foster parents are all eligible.
• Subsidized commuter benefits

Lyft is committed to creating an inclusive workforce that fosters belonging. Lyft 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. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.  Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process. Please contact your recruiter if you wish to make such a request.

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 — Team Members will be expected to work in the office at least 3 days per week, including 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. Your recruiter can share more information about the various in-office perks Lyft offers. 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 Toronto area is CAD $172,000 - CAD $215,000, not inclusive of potential equity offering, bonus or benefits. Salary ranges are 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.

Lyft may use artificial intelligence to screen applicants, however, Lyft employees make the ultimate selection and hiring decisions.

This job fills an existing vacancy.