Director, Business Planning & Central Operations

Responsibilities

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 investment briefs by sizing opportunities, articulating trade-offs, and building business cases to secure resourcing for strategic priorities.
• Drive capacity planning, scenario modeling, and long-range forecasting so internal and external workforces scale efficiently with platform growth and AI adoption.
• Define and operationalize OKRs across the portfolio.
• Build scorecards, business reviews, and performance dashboards to provide leadership visibility and accountability.

Growth & Integrations

• Lead operational readiness for major product launches, external partnerships, and platform expansions from scoping through hypercare.
• Own the integration framework for new lines of business and strategic partnerships, including expansion into autonomous vehicles and external mobility platforms.
• Coordinate with Customer Care, 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 product-change and AI-automation impacts, and invest strategically in quality and transformation.
• Lead end-to-end management of BPO vendor relationships, including governance cadences, enterprise performance reviews, SLA enforcement, escalations, and contract renewals.
• Partner with Procurement on new and renegotiated agreements.

People Leadership

• Hire, develop, and retain high-performing teams.
• Create clarity of ownership across finance, operations, and technology functions.

Requirements

• 10+ years of experience in business strategy, operations, consulting, or investment banking.
• At least 5 years in a senior leadership role owning complex operational or strategic functions.
• Strong financial and analytical foundation, including capacity modeling, business-case analysis, and executive communication.
• Experience leading or supporting large-scale growth initiatives, integrations, or partnerships, ideally in a marketplace or platform business.
• Fluency with AI and its impact on operations.
• Exceptional cross-functional partnership skills across Finance, Product, Technology, and Operations.
• Clear, direct, and decisive communication and decision-making.
• Strong quantitative background.

Nice to Have

• Experience in customer support or contact center operations.
• MBA or equivalent advanced degree.

Compensation & Benefits

• Expected base pay range in the Toronto area: CAD $172,000–$215,000, excluding potential equity, bonus, and benefits.
• Extended health and dental coverage, life insurance, and disability benefits.
• Mental health, family-building, child-care, and pet benefits.
• Lyft-funded Health Care Savings Account.
• RRSP plan.
• Flexible paid time off for salaried team members; hourly team members receive 15 days of paid time off, plus an additional day per year of service.
• 18 weeks of paid parental leave through a top-up plan.
• Subsidized commuter benefits.
• Hybrid schedule requiring at least three days per week in the office, including Mondays, Wednesdays, and Thursdays; hybrid roles may work from anywhere for up to four weeks per year.