Queue Manager Jobs in Ontario (NOW HIRING)

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.

The Tech Ops team sits at the intersection of data and ground-level operations. We tackle some of Lyft's most complex operational challenges - managing the products, services, and compliance workflows that shape the airport experience for drivers, riders, and partners. Our work spans dispatch configuration, regulatory compliance, and cross-functional communications, with our decisions directly affecting driver livelihoods, rider experience, and Lyft's relationships with airport authorities and regulators.

As an Associate Program Manager, you'll own execution of projects and components within larger programs, developing deep subject matter expertise in airport operations and driver products. You'll work alongside senior managers and cross-functional partners in Engineering, Product, and Business Development - executing with high quality, flagging issues proactively, and continuously improving the processes you own.

• Airport Products & Driver Experience
  • Execute and maintain airport product configurations (dispatch, queuing, blackouts, rematch) in coordination with senior team members and Engineering partners, following established playbooks and documenting changes
  • Support rider-facing product setups including Rider Wayfinding, Static ETA Banners, Reassurance Banners, and Airlines-Terminals configurations
  • Participate in new feature launches and configuration rollouts, supporting QA testing in staging environments and flagging post-launch issues
  • Monitor program performance using existing dashboards and analytics tools; surface trends and escalate anomalies with appropriate context
  • Support Ground Truth Surveys and Client Feedback reviews, identifying and documenting operational issues and improvement opportunities
• Compliance & Regulatory
  • Execute compliance workflows including XL mode revoking, Queue Education communications, and Placards/Emblems processes following documented SOPs
  • Maintain geofence configurations using tools like Geofence Reporter and Geohashes, with oversight from senior team members
  • Support periodic audits and documentation, escalating issues and ensuring accurate records across assigned program areas
• Program Execution & Process Improvement
  • Own execution of assigned projects and workstreams end-to-end, with clear oversight and guidance from senior managers
  • Identify opportunities to improve and automate repetitive processes, documenting improvements for team use
  • Serve as the go-to troubleshooter for your subject area - independently diagnosing issues and escalating with relevant context when needed
  • Provide status updates to stakeholders and cross-functional partners; ask clarifying questions upfront to avoid rework

• 2-4 years of experience in program management, technical operations, or a related field
• Comfortable with SQL for basic to intermediate data queries; able to read and interpret dashboards and run ad-hoc analysis
• Familiarity with GitHub or similar version-control/config tools; willingness to learn and execute configuration changes following established processes
• Strong attention to detail and follow-through - you complete what you start and document what you did
• Clear communicator who proactively flags blockers and keeps stakeholders informed without being prompted
• Comfortable operating in ambiguous, fast-paced environments; able to reprioritize based on urgency and business need
• Proficient in G Suite and project tracking tools (e.g., Jira)

• Extended health and dental coverage options, along with life insurance and disability benefits
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• Access to a Lyft funded Health Care Savings Account
• RRSP plan with company match to help save for your future
• In addition to provincial observed holidays, salaried team members are covered under Lyft's flexible paid time off policy. The policy allows team members to take off as much time as they need (with manager approval). Hourly team members get 15 days paid time off, with an additional day for each year of service 
• Lyft is proud to support new parents with 18 weeks of paid time off, designed as a top-up plan to complement provincial programs. Biological, adoptive, and foster parents are all eligible.
• Subsidized commuter benefits and Lyft ride credits

Lyft is committed to creating an inclusive workforce that fosters belonging. Lyft believes that every person has a right to equal employment opportunities without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law or by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.  Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process. Please contact your recruiter if you wish to make such a request.

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 office at least 3 days per week, including on Mondays, Wednesdays, and Thursdays. Lyft considers working in the 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 Toronto area is CAD $79,6000 - CAD $99,500, not inclusive of potential equity offering, bonus or benefits. Salary ranges are 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.

Lyft may use artificial intelligence to screen applicants, however, Lyft employees make the ultimate selection and hiring decisions.

This job fills an existing vacancy.