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.

What You'll Do

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 cade