# Director, Business Planning & Central Operations

**Company:** [Lyft](https://hotfix.jobs/companies/lyft)
**Location:** Toronto, Canada
**Role:** Business Operations
**Salary:** CA$172k – CA$215k/yr
**Experience:** 10+ years
**Skills:** Capacity Planning, Scenario Modeling, Forecasting, Financial Modeling, Business Cases, Okrs, Performance Dashboards, Workforce Management, Vendor Management, Sla Management, Contract Negotiation, Ai Operations, Partnerships, Operational Readiness, Cross-Functional Leadership
**Posted:** 2026-08-13

> Leads business planning, workforce and vendor operations, financial discipline, and readiness for growth initiatives across Lyft’s Customer Care organization. The role requires 10+ years of strategy or operations experience, senior leadership experience, strong quantitative skills, and cross-functional influence.

## Job Description

## 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.

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