Manager, Workforce Strategy

About the Team

The Workforce Management  team's primary focus is to ensure we have the right people at the right time to get our customers connected to a live agent as quickly and reliably as possible. The team brings a people-first mindset paired with strategy and operations to achieve their goals. They move quickly, leverage first principles thinking, and focus on problem solving to ensure a seamless execution. Our team manages the workforce capacity planning and scheduling for DoorDash's large and growing global network of in-house and BPO support centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible…at scale.

About the Role

As the Manager, Workforce Strategy for Consumer, Drive & NBV, you will be the single point of accountability for all workforce planning and scheduling related to our Consumer, Drive and New Business Verticals. You will lead a cross-functional, hybrid team responsible for in-house and BPO operations, managing staffing, capacity, performance metrics, and issue resolution in real time. You will own KPIs like SLA, occupancy, and queue-specific efficiency, all of which ladder up to CXI capital-level KRs.

This role requires a strategic, business-minded leader capable of:

• Navigating rapid deviations and dynamically adjusting execution strategies
• Identifying root causes through real-time data and insights
• Collaborating across CXI, S&O, GSIO, Finance, Product, and Support Ops
• Driving continuous improvement through innovation and system thinking
• Managing up and across with clarity and confidence, escalating responsibly, and preserving strong cross-functional trust even while surfacing accountability

You will report to DoorDash's Manager, Workforce Strategy for Consumer, Drive & NBV. While we would strongly prefer that you be based in one of DoorDash's core offices, we are open to remote candidates with the right fit.

You're excited about this opportunity because you will…

• Own end-to-end performance of WFM support operations for the Consumer, Drive & NBV audience.
• Manage and align in-house and BPO planners, schedulers, and RTA teams
• Drive performance against KPIs (e.g., SLA, occupancy, O/U, SQI, SA)
• Lead OKR setting and progress tracking for your vertical
• Influence strategic trade-offs and improvement initiatives across WFM and CXI
• Lead, coach, teach and grow a team of planners and schedulers that will be the basis of your success by performing everyday workforce management tasks.
• Communicate results, blockers, and root causes clearly to leadership while maintaining partner alignment and strategic influence

We're excited about you because you …

• Have 5+ years in contact center workforce management capacity planning and scheduling positions. Preferably with large (300+ FTE) multi-site both in-house and outsourced operations.
• Possess 2+ years of contact center workforce management leadership experience. 
• Bring demonstrated skills in all phases of workforce management, including forecasting, capacity/staff planning, scheduling and Real Time/Intra-day functions.
• Experience with top tier WFM systems I.e. Nice IEX, Aspect/Alvaria, Assembled, Calabrio/TeleOpti, Verint or similar.
• Thrive in fast-paced, ambiguous environments and love solving complex problems
• Demonstrate deep business understanding and proactive decision-making
• Have a proven track record of driving performance improvements across cross-functional teams
• Possess strong analytical skills and comfort with data tools (e.g., SQL, Excel, Tableau)
• Are a strategic leader who can inspire, align, and hold teams accountable

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods. 

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

If you need any accommodations, please inform your recruiting contact upon initial connection.

We use Covey as part of our hiring and/or promotional process for jobs in certain locations.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here:

To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.

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