Workforce Demand Planner, Global Planning

At Lyft, our purpose is to serve and connect. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

Lyft is seeking a highly skilled and detail-oriented Workforce Demand Planner to join our Global Planning team. This pivotal role is essential to ensuring that our staffing forecasts are not only accurate but also adaptable to the ever-changing needs of our business. The ideal candidate will possess a strong analytical mindset, exceptional problem-solving skills, and the ability to synthesize inputs from various teams to create comprehensive staffing plans.

As a Workforce Demand Planner, you will be at the forefront of our staffing strategy, working closely with cross-functional teams to gather and analyze data, identify trends, and develop forecasts that support our operational goals. You will be responsible for creating short, mid, and long-term staffing plans that align with our business objectives, ensuring that we have the right number of staff at the right times to meet demand.

In this role, you will also monitor forecast accuracy, provide actionable insights, and recommend improvements to our workforce management processes. Your ability to communicate effectively with stakeholders at all levels of the organization will be crucial in driving our staffing strategy forward. 

If you thrive in a fast-paced environment and are passionate about optimizing staffing levels to meet business needs, we encourage you to apply.

Responsibilities:

• Lead end-to-end workforce demand planning processes for a large-scale customer support organization
• Develop and maintain sophisticated forecasting models using historical data, business intelligence, and predictive analytics
• Partner with operations leaders to translate business strategies into staffing requirements
• Create and optimize staffing scenarios based on service level agreements, budget constraints, and business objectives
• Monitor forecast accuracy and develop strategies for continuous improvement
• Collaborate with recruitment and training teams to ensure alignment between hiring plans and forecasted demand
• Present workforce insights and recommendations to senior leadership
• Mentor junior analysts and contribute to the development of best practices

Experience:

• Minimum 3+ years experience in workforce management, forecasting, or a similar analytical role.
• Experience working with BPO outsourcing to staff for multi-channel/tier support organizations (Preferred)
• Strong analytical skills with the ability to interpret complex data sets.
• Proficiency in workforce management software and tools (e.g., NICE, Verint, Aspect)
• Excellent communication and collaboration skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Strong attention to detail and organizational skills.
• Business intelligence tools (e.g., Tableau)
• Experience in a fast-paced, dynamic work environment.
• Knowledge of industry best practices in workforce management.
• Passionate about providing best in class customer experiences.
• Self-starter with high degree of ownership; willing to do whatever it takes in a 24/7, 365 day global operation

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/affirmative action employer committed to an inclusive and diverse workplace. 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 or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.  

This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. 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 Nashville area is $80,360 - $100,450 Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.