Senior Workforce Manager - Capacity Planning & BPO Strategy

Lyft

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 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. WHAT WE'RE LOOKING FOR * 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. BENEFITS: * Great medical, dental, and vision insurance options with additional programs available when enrolled * Mental health benefits * Family building benefits * Child care and pet benefits * 401(k) plan to help save for your future * In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off * 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible * Subsidized commuter benefits * Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law. 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 New York office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the New York 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 New York metro area is $192,000- $240,000. In addition to the base pay, this role is eligible for competitive equity awards, bonuses, and benefits. You can read more about Lyft’s employee benefits here. Total compensation is 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.

Twitch

ABOUT US Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day. We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on LinkedIn and X,  and discover the projects we’re solving on our Blog. Be sure to explore our Interviewing Guide to learn how to ace our interview process. ABOUT THE TEAM Community Trust (CT) exists to foster an environment where streamers and their communities thrive, while proactively reducing harm and ensuring support is accessible when needed. Our organization encompasses safety policy & enforcement, fraud prevention, and customer experience.  Within Customer Trust, the Strategic Intelligence & Governance (SIG) team is the strategic and enablement backbone of the department, where we ensure the business is set up correctly, measure whether it's working, surface insights to drive decisions, and provide the tools that power CT's day-to-day operations. The Business Intelligence function owns CT's data infrastructure, dashboards, financial analysis, and operational reporting, ensuring leadership has the insights they need to make informed decisions across the organization. ABOUT THE ROLE As the Business Intelligence Program Manager, you will join a small, high-impact team responsible for CT's data infrastructure, operational reporting, analytical insights, and dashboards. You will translate operational data into clear insights that help leadership and partners make informed decisions across Trust & Safety (T&S) and Customer Experience (CX). You will also be responsible for CT’s financial operations, including operational expenses, workforce management, and regular financial reviews. YOU WILL: * Own and maintain CT's core KPI dashboards and data infrastructure, ensuring leadership has accurate, timely visibility into operational performance across T&S and CX. * Build and deliver CT's Monthly Business Review (MBR) data, QBR metrics, and financial analysis, communicating performance clearly to audiences from ICs to senior managers. * Develop cost and demand forecasting models that inform vendor staffing decisions, budget planning, and capacity allocation across CT's outsourcing operations. * Partner with Data Science, Community Health, and engineering teams to maintain CT's data sources, manage a centralized data request intake process, and ensure dashboards are built on scalable infrastructure. * Track the impact of CT's AI automation programs on volumes, costs, and operational capacity, surfacing findings and recommendations to your manager and stakeholders. YOU HAVE: * 3+ years of experience in business intelligence, data analytics, or operational reporting in a cross-functional environment * Proficiency in SQL and at least one data visualization tool (QuickSight, Tableau, Looker, or similar) * Demonstrated ability to build dashboards and reporting infrastructure that multiple teams rely on for decision-making * Experience with cost modeling, demand forecasting, or workforce management analytics * Strong written and verbal communication, with comfort presenting findings to senior managers and cross-functional partners BONUS POINTS * Experience in Trust & Safety, content moderation, customer experience operations, or platform integrity * Familiarity with vendor/BPO operations, including cost structures, SLA management, and capacity planning * Experience quantifying the impact of automation or AI initiatives on operational volumes and costs * Comfort with ambiguity; you've taken undefined data problems and structured them into clear analytical frameworks with owners and deliverables PERKS * Medical, Dental, Vision & Disability Insurance * 401(k) * Maternity & Parental Leave * Flexible PTO * Amazon Employee Discount Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.  Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.  Job ID: TW9212 The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits. US, WA, Seattle - Annually $82,700—$129,800 USD US, CA, San Francisco - Annually $81,600—$142,800 USD US, NY, New York - Annually $81,600—$142,800 USD US, CA, Los Angeles - Annually $74,200—$129,800 USD US, CA, Irvine - Annually $74,200—$129,800 USD Twitch is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Twitch values your privacy. Please consult our Candidate Privacy Notice, for information about how we collect, use, and disclose personal information of our candidates.

Taskrabbit

ABOUT TASKRABBIT: Taskrabbit is a marketplace platform that conveniently connects people with Taskers to handle everyday home to-do’s, such as furniture assembly, handyman work, moving help, and much more. At Taskrabbit, we want to transform lives one task at a time. As a company we celebrate innovation, inclusion and hard work. Our culture is collaborative, pragmatic, and fast-paced. We’re looking for talented, entrepreneurially minded and data-driven people who also have a passion for helping people do what they love. Together with IKEA, we’re creating more opportunities for people to earn a consistent, meaningful income on their own terms by building lasting relationships with clients in communities around the world. Taskrabbit is a hybrid company with employees distributed across the US and EU and a Built In — Best Places to Work (2022, 2023, 2024, 2025) continually ranked across multiple national and regional categories. Join us at Taskrabbit, where your work will be meaningful, your ideas valued, and your potential unleashed! ABOUT THE ROLE As a Senior Supervisor, CS Quality, you will play a key role in ensuring the consistency, effectiveness, and continuous improvement of our Customer Service (CS) Quality program. Reporting to the Senior Manager, you will lead a global team of CS Quality Associates and take ownership of quality performance across our operations. This is a people management role suited for an experienced leader. You will be responsible for driving team performance and development, while also shaping and evolving our QA framework to support high-quality customer experiences at scale. You will also play a key role in driving CS process improvement by translating quality insights into actionable operational enhancements. Our CS and QA teams operate across the US and EU, and you will oversee a distributed team across multiple time zones. You will ensure alignment and consistency across regions, including close collaboration with our BPO partners to maintain shared standards and expectations. In addition to team leadership, you will work cross-functionally with internal stakeholders to identify opportunities for process, policy, and performance improvements, contributing directly to the delivery of exceptional customer service. You will act as a key connector between Quality, Performance, and CS Leadership to ensure improvement opportunities are prioritized and executed effectively. You will also be responsible for aligning QA capacity with business needs by forecasting evaluation volumes, partnering closely with Workforce Management, and ensuring team productivity and cost efficiency at scale. WHAT YOU’LL WORK ON Team Leadership & Performance Management * Manage, coach, and develop a team of 5 to 10 CS Quality Associates across multiple regions * Drive team performance through clear goal-setting, regular feedback, and structured development plans * Foster strong engagement, accountability, and high performance standards within the team Quality Program Ownership * Own QA performance metrics and reporting, ensuring accuracy, visibility, and actionable insights * Continuously evolve the QA framework, including evaluation rubrics, methodologies, and calibration processes * Identify trends and gaps in quality performance, translating insights into prioritized improvement initiatives (including defining and prioritizing CS process improvement opportunities based on QA insights) Global Operations & Consistency * Ensure alignment and consistency in QA standards across US and EU operations * Adapt processes to effectively support a globally distributed team while maintaining high standards * Partner with BPO vendors to ensure quality expectations are clearly defined, met, and consistently applied Stakeholder Collaboration & Continuous Improvement * Collaborate with cross-functional teams (i.e, CS Operations, Training, Policy) to drive continuous improvement initiatives * Contribute to the evolution of internal policies and customer experience standards * Use QA insights to influence decision-making and enhance overall service delivery and processes * Lead the review and alignment of proposed improvement plans with CS Leadership, ensuring clarity on impact, feasibility, and prioritization * Oversee the execution and rollout of approved process improvements, ensuring effective implementation and measurable outcomes Workforce Planning & Operational Efficiency * Own forecasting of QA evaluation volumes based on contact projections and quality coverage targets * Partner with Workforce Management (WFM) to translate business volume into QA capacity and resourcing needs * Ensure the QA team operates efficiently by balancing evaluation output, quality, and cost * Monitor and optimize team productivity to drive strong return on investment * Plan and adapt team structure and workload to meet evolving quality coverage goals (i.e, increasing evaluation targets) YOUR AREAS OF EXPERTISE * 2+ years of experience in a people management role (this is not an entry-level position) * Strong background in Quality Assurance within Customer Service or a similar environment * Experience working with global teams across multiple time zones * Ability to manage vendor/BPO relationships and drive alignment * Strong analytical mindset with the ability to translate data into actionable insights * Excellent communication and stakeholder management skills * Experience building or scaling QA programs * Familiarity with QA tools, scorecards, and calibration processes * Experience in fast-paced, high-growth environments COMPENSATION & BENEFITS:  At Taskrabbit, our approach to compensation is designed to be competitive, transparent, and equitable. Total compensation consists of base pay + bonus + benefits + perks. The base pay range for this position is €40,000 - €50,000. This range is representative of base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits. Final offer amounts may vary from the amounts listed above and will be determined by factors including, but not limited to, relevant experience, qualifications, geography, and level. YOU’LL LOVE WORKING HERE BECAUSE: * Taskrabbit is a Hybrid Company. We value flexibility and choice but also stay committed to regular in-person connection. * The People. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams -- people you can be proud to work with! * The Diverse Culture. We believe that we make better decisions when our workforce reflects the diversity of the communities in which we operate. Women make up half of our leadership team and our diversity representation is above that of the tech industry average. * The Perks. Taskrabbit offers our employees with employer-paid health insurance and a 401k match with immediate vesting for our US based employees. We offer all of our global employees generous and flexible time off with 2 company-wide closure weeks, Taskrabbit product stipends, wellness + productivity + education stipends, IKEA discounts, reproductive health support, and more. Benefits vary by country of employment.  TASKRABBIT’S COMMITMENT TO DIVERSITY AND INCLUSION: An Active Commitment to Equity within our Company and Platform. We are an inclusive community where all who share our mission and values belong. Our diverse team represents the communities we serve, breaking down systemic barriers, and transforming lives- one action at a time. Taskrabbit is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, ancestry, citizenship, sex, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Taskrabbit is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.  Taskrabbit will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.