Manager, Global Operations Planning, Lyft
$128-160k
+ Potential equity or bonus offering
3 days a week in office
Ride sharing company
Be an early applicant
Ride sharing company
1001+ employees
Be an early applicant
$128-160k
+ Potential equity or bonus offering
3 days a week in office
1001+ employees
Company mission
To improve people’s lives with the world’s best transportation.
Role
Who you are
- This leader has strong analytical and financial acumen, with demonstrable experience in complex modeling and forecasting. They are passionate about using data and systems to drive excellence, continuous improvement and best in class support operations at scale
- Minimum of 5 years of experience in consulting, business analysis, leading org wide planning, finance, or a related field
- Proven experience with data analysis, predictive forecast modeling, and customer service metrics
- Exceptional analytical and problem-solving skills
- Strong executive communication and skilled in clearly communicating complex concepts to diverse audiences
- Strong understanding of customer service principles and metrics
- Knowledge of strategic planning frameworks and tools
- Understanding of global workforce dynamics and planning
- Proficiency in data analysis using tools such as Excel and SQL
- Experience in strategic planning, BPO outsourcing, and global headcount planning is highly desirable
- Experience using data visualization tools such as [Tableau, Mode] to create compelling visualizations and reports. They do not need to know how to create the right data but they do need to be able to pull the right data
- Experience with support tools, managing and working within a variety of them
- Self-starter with high degree of ownership; willing to do whatever it takes in a 24/7, 365 day global operation
- Excited by the prospect of leading in a fast-paced environment subject to rapid change and ambiguity
What the job involves
- Lyft is seeking a Global Operations Planning Manager to join our Safety and Customer Care team. The Global Operations Planning Manager plays a critical role in analyzing and optimizing workforce strategies to improve efficiency, productivity, and customer service.
- You will analyze operational data, develop robust forecasting models, create a strong staffing planning, and collaborate with cross-functional teams to ensure we have the right talent in the right places at the right times. Your role will be critical in driving operational efficiency and supporting Lyft's growth and success
- Collect, analyze, and interpret complex data sets related to customer support metrics to identify trends, patterns, and correlations that inform business decisions
- Create and maintain workforce forecasting models that predict future staffing needs, focusing on customer service demands
- Develop new methodologies to improve data analysis and predictive modeling
- Develop and maintain global headcount plans, ensuring alignment with business objectives and market demands
- Build and refine complex forecasting and modeling to optimize customer experience and ensure SLAs across associate teams in Safety and Customer Care
- Analyze performance trends and feedback to identify areas for improvement in workforce management
- Monitor and report on KPIs, ensuring alignment with workforce management strategies
- Consult on productivity metrics and support org-wide performance management, succession planning and workforce planning
- Develop reports, visualizations, and presentations to communicate strategic findings and present these insights as recommendations to key stakeholders to aid business decisions
- Facilitate cross-functional meetings to discuss workforce planning, resource allocation, and customer service improvements
- Work closely with Finance, Analytics, and Operations teams to ensure consistent systems and processes for workforce and financial billing and forecasting; lead initiatives and analysis efforts to achieve business objectives and customer service goals
- Establish yourself as a valuable cross-functional thought partner to help drive business growth and opportunities across the company
Our take
Lyft has aimed for consistent growth, making sure to pitch itself as a more reliable and friendly ride-sharing option than its main competitor, Uber. Uber has a greater market share and operates globally, but Lyft hopes to compete by its focus on ride-sharing over Uber's more diversified business approach and as a more rider-friendly and greener alternative to Uber.
Operating only in the USA and Canada, Lyft is in a position of being less affected by global events than Uber but also more vulnerable to local conditions. As an example, while it doesn't face the regulatory hurdles around employment rights that Uber does, it is unable to balance out the cost of the unusually expensive US auto insurance across its operations.
In 2022, Lyft acquired PBSC Urban Solutions, a bike-share equipment and technology supplier, allowing Lyft to compete in new verticals and reaffirming its commitment to green transportation. It has also trialed and launched Lyft Assisted, where drivers help passengers from their door into the car to get to medical appointments. These developments chime well with Lyft's unique selling point as a friendlier and more environmentally aware ride-sharing app.
Steph
Company Specialist
Insights
Company
Funding (last 2 of 14 rounds)
Jun 2018
$600m
LATE VC
Mar 2018
$200m
LATE VC
Total funding: $4.9bn
Company benefits
- Great medical, dental, and vision insurance options
- Mental health benefits
- In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
- 401(k) plan to help save for your future
- 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
- Pre-tax commuter benefits
- Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program
- Family building benefits
- Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program
Company HQ
China Basin, San Francisco, CA
Articles
Leadership
John Zimmer
(Co-Founder)Originally an Analyst at Lehman Brothers, Zimmer then founded Zimride which was a private ridesharing company that pivoted into Lyft.
Logan Green
(Co-Founder)Founded Zimride, a private ridesharing company which later pivoted into Lyft.
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