Associate Supervisor, MXO Workforce Management

DoorDash USA•Tempe, AZ

14h

About The Position

The Finance & Workforce Management (WFM) team sits at the center of Merchant Experience operations, driving how we plan, operate, and scale support. We are responsible for optimizing real-time performance, workforce strategy, and the underlying data systems that power decision-making across the organization. Our team owns the end-to-end connection between forecasting, capacity planning, scheduling, and real-time operations—ensuring that the right resources are in place at the right time to meet demand. In parallel, we manage the data frameworks and system integrations that connect platforms such as Salesforce, WFM tooling, and reporting environments, enabling accurate, consistent, and actionable insights. This role operates at the intersection of operations, data, and systems—bridging real-time execution with long-term process and tooling improvements. We partner closely with Operations, Finance, Vendor Ops, Product, and Analytics to identify gaps, improve workflows, and build scalable solutions that enhance both efficiency and data integrity. As the team continues to evolve, we are focused on building more automated, reliable, and insight-driven systems that support rapid growth while maintaining high-quality merchant experiences. As an Associate Supervisor, MXO WFM, you will own and evolve critical workforce management processes across real-time operations (RTA), merchant support mapping, and system workflows. This role sits at the center of the Finance & Workforce Management team, balancing automated systems with human decision-making to ensure operations run smoothly, efficiently, and at scale. In this role, you will focus on improving the systems and processes that keep workforce operations running effectively at scale. This role combines real-time operations oversight, people leadership, data and workflow management, and process design: ensuring that staffing decisions, system logic, and operational workflows are accurate, efficient, and reliable in practice. You’ll work across teams to resolve issues, standardize how work gets done, and identify opportunities to automate and improve processes over time. Success in this role means not just keeping operations running, but building systems that are resilient, scalable, and able to perform under real-world conditions. Success in this role will be measured by: Maintaining strong real-time performance, including consistent SLA achievement and rapid incident recovery Driving measurable improvements in forecast accuracy and workforce efficiency Improving routing accuracy and reducing data inconsistencies across systems Reducing manual reporting effort and operational escalations through automation Building scalable processes and systems that support long-term operational growth Partnering effectively across teams to deliver data-driven, high-impact solutions This role reports to the Senior Manager, MXO Workforce Planning. You’re excited about this opportunity because you will... Lead and develop the RTA team, including onboarding, coaching, and performance management Own end-to-end WFM processes across RTA operations, mapping, and workflow management Stabilize and lead RTA operations, including monitoring, escalation handling, and team oversight Build and standardize SOPs, frameworks, and accountability mechanisms across WFM functions Manage and resolve mapping escalations, ensuring accuracy across systems and workflows Identify inefficiencies and drive process improvements through automation and system design Partner cross-functionally to support forecasting, capacity planning, and operational performance Balance automated systems with human decision-making to optimize real-time operations Translate ambiguous problems into structured, scalable solutions Identify patterns, risks, and opportunities to improve system performance and reliability Build a culture of accountability so the team runs reliably without single points of failure Shape how workforce management operates at DoorDash during a critical growth phase

Requirements

Experience in workforce management, operations, or systems roles with increasing ownership
Highly process-oriented and can operate at both the detailed and systems level
Experience building frameworks, SOPs, or scalable workflows
Comfortable working with data tools (SQL, Excel/Sheets, BI platforms)
Communicate clearly and effectively across technical and non-technical stakeholders
Proactive, reliable, and able to take ownership in ambiguous, fast-paced environments
Strong problem solver who can quickly diagnose issues and drive resolution
Can balance real-time operational needs with longer-term process improvements
Experience managing or mentoring a small team in an operational environment
Bring structure to chaos and leave things better than you found them

Nice To Haves

Experience with workforce management tools or capacity planning concepts
Exposure to data pipelines, automation, or system integrations
Experience working with large operational datasets
Experience working with BPO or vendor operations

Responsibilities

Lead and develop the RTA team, including onboarding, coaching, and performance management
Own end-to-end WFM processes across RTA operations, mapping, and workflow management
Stabilize and lead RTA operations, including monitoring, escalation handling, and team oversight
Build and standardize SOPs, frameworks, and accountability mechanisms across WFM functions
Manage and resolve mapping escalations, ensuring accuracy across systems and workflows
Identify inefficiencies and drive process improvements through automation and system design
Partner cross-functionally to support forecasting, capacity planning, and operational performance
Balance automated systems with human decision-making to optimize real-time operations
Translate ambiguous problems into structured, scalable solutions
Identify patterns, risks, and opportunities to improve system performance and reliability
Build a culture of accountability so the team runs reliably without single points of failure
Shape how workforce management operates at DoorDash during a critical growth phase