Senior Manager, Workforce Strategy - RTA and Innovation

DoorDash USA

94d • $143,400 - $210,900

About The Position

As the Senior Manager of RTA & Innovation, you will sit at the intersection of execution and strategy—owning day-to-day SLA delivery while shaping the future of Workforce Management. You’ll bring structure and discipline to intraday and in-week performance, ensuring risks are surfaced early, accountability is clear, and outcomes are consistently met. At the same time, you’ll drive the innovation agenda for WFM, ensuring we get the most out of our current tools while charting a path toward automation, AI, and next-generation capabilities. This role is built for someone who thrives in ambiguity, moves quickly from problem to solution, and knows what “great” looks like when scaling a real-time operation. You’ll work closely with leaders across Planning, Vendor Ops, CX, and Product/Engineering to connect big-picture strategy to day-to-day execution.

Requirements

• 7+ years of experience in Workforce Management or Support Operations, with deep expertise in building and scaling RTA functions from scratch.
• Proven track record of implementing and optimizing WFM tools and platforms (NICE, Verint, Assembled, Genesys, or similar), with strong technical acumen.
• Comfortable rolling up your sleeves to plug gaps as you are defining long-term strategy and building sustainable models.
• Thrive in fast-paced, ambiguous environments, with the scrappiness to execute quickly and the vision to anticipate what’s next.
• Passionate about innovation and automation, with a strong curiosity for how AI and emerging technologies can transform Workforce Management.
• Strong analytical skills and fluency with data tools (SQL, Excel, Tableau or similar), enabling real-time, data-driven decision making.
• Strategic leader and operator who inspires followership, aligns cross-functional partners, and drives meaningful change at scale.
• Balance grit with vision—you know what “great” looks like, and you have the influence, persistence, and creativity to make it happen.

Responsibilities

• Own intraday and in-week SLA performance, proactively calling out plan risks, signing up for targets, and holding both planning and execution accountable by pinpointing staffing, system, and process gaps—and driving fixes to deliver expected outcomes.
• Design and operationalize execution models that deliver seamless real-time decision-making and performance outcomes across internal and outsourced operations.
• Act as the architect of WFM innovation, owning the future strategy for tools, automation, and AI adoption across Workforce Management.
• Identify opportunities to automate manual processes and integrate smarter workflows that drive speed, accuracy, and efficiency at scale.
• Leverage your deep experience with WFM platforms to ensure we’re maximizing the value of our current tools while also building a forward-looking strategy for the next generation of capabilities.
• Partner with cross-functional stakeholders to connect strategy to execution, influencing priorities and enabling scalable improvements across CX and WFM.
• Drive accountability to real-time and operational KPIs, ensuring alignment to service goals while continuously raising the bar for performance.
• Serve as the bridge between vision and execution, communicating results, blockers, and forward-looking opportunities with clarity to leadership and partners.

Benefits

• 401(k) plan with employer matching
• 16 weeks of paid parental leave
• Wellness benefits
• Commuter benefits match
• Paid time off and paid sick leave
• Medical, dental, and vision benefits
• 11 paid holidays
• Disability and basic life insurance
• Family-forming assistance
• Mental health program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior