Analyst, Global Support Workforce 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.

Lyft is seeking an Analyst to join our Business Forecast & Planning team within Customer Care Operations. This role owns the forecasting, capacity, and scheduling models that keep our global support workforce sized and staffed correctly. You'll work hands-on with our BPO partners to translate demand signals into staffing plans, and bring deep contact centre planning expertise to a team managing support at scale across multiple sites and geographies.

Responsibilities:

• Support the development and upkeep of the models and frameworks that connect business drivers to staffing and resourcing decisions
• Translate large, complex, and sometimes ambiguous data into clear, actionable insights that support leadership recommendations
• Own day-to-day planning execution, from dashboards maintenance and reporting to business reviews, with a sharp focus on accuracy and the details that matter
• Leverage AI tools to build and maintain dashboards, reports, and analyses that support the team's recommendations and insights
• Identify and help drive opportunities to improve how the team plans and operates
• Move quickly on ambiguous, time-sensitive requests, using modern tools to work smarter and faster

Experience:

• 2+ years in planning, forecasting, capacity/resource management, or a related analytical role; consulting, investment banking, FP&A, or ops strategy backgrounds also fit well
• Sharp analytical mindset with hands-on SQL and Python skills
• AI fluency, comfortable using AI tools to accelerate analysis and problem-solving
• Strong business acumen paired with genuine curiosity about how large, complex business systems work; fast learner with a bias towards action, comfortable building context quickly across new systems and stakeholders
• Self-directed, with a track record of turning data into real decisions; strong communicator, able to build trust with stakeholders across functions and levels
• Exposure to workforce management/resource planning is a plus
• Bachelor's degree in Business, Engineering, Data Science, or a related quantitative field; advanced degree a plus

Benefits:

• 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 with company match 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