Analyst, Global Support Workforce Planning

<p>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.</p> <p><strong>Lyft is seeking an Analyst to join our Business Forecast &amp; Planning team within Customer Care Operations.</strong> 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.</p> <h2><strong>Responsibilities:</strong></h2> <ul> <li>Support the development and upkeep of the models and frameworks that connect business drivers to staffing and resourcing decisions</li> <li>Translate large, complex, and sometimes ambiguous data into clear, actionable insights that support leadership recommendations</li> <li>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</li> <li>Leverage AI tools to build and maintain dashboards, reports, and analyses that support the team's recommendations and insights</li> <li>Identify and help drive opportunities to improve how the team plans and operates</li> <li>Move quickly on ambiguous, time-sensitive requests, using modern tools to work smarter and faster</li> </ul> <h2><strong>Experience:</strong></h2> <ul> <li>2+ years in planning, forecasting, capacity/resource management, or a related analytical role; consulting, investment banking, FP&amp;A, or ops strategy backgrounds also fit well</li> <li>Sharp analytical mindset with hands-on SQL and Python skills</li> <li>AI fluency, comfortable using AI tools to accelerate analysis and problem-solving</li> <li>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</li> <li>Self-directed, with a track record of turning data into real decisions; strong communicator, able to build trust with stakeholders across functions and levels</li> <li>Exposure to workforce management/resource planning is a plus</li> <li>Bachelor's degree in Business, Engineering, Data Science, or a related quantitative field; advanced degree a plus</li> </ul> <h2><strong>Benefits:</strong></h2> <ul> <li>Extended health and dental coverage options, along with life insurance and disability benefits</li> <li>Mental health benefits</li> <li>Fami