Senior Manager, Workforce Strategy

DoorDash USA

113d • $143,400 - $210,900

About The Position

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, scheduling, and real-time operations 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.

Requirements

• 8+ years of experience in workforce management, capacity planning, or operations leadership in a complex, high-growth environment.
• Fluent in WFM fundamentals like capacity planning, erlang models, shrinkage, and occupancy.
• Confident in owning SLA performance, including identifying deviations and driving recovery strategies.
• Analytical rigor and business acumen, able to use data to drive clarity and decisions.
• Skilled cross-functional partner, comfortable influencing leaders and providing clear trade-offs.
• Experience leading teams or large-scale initiatives, setting direction while staying close to the work.
• People leader, skilled at building, coaching, and developing teams that deliver excellent results while growing their own capabilities.

Nice To Haves

• Experience in a technology and logistics company.
• Understanding of customer experience metrics and their impact on workforce management.

Responsibilities

• Own SLA outcomes end-to-end, ensuring performance is stable, predictable, and balanced with efficiency.
• Roll up your sleeves to troubleshoot staffing gaps, occupancy balance, shrinkage, and other levers that directly impact SLA performance.
• Drive accountability through capacity and supply planning, providing the network with clear signals on what can be achieved.
• Anticipate risks before they hit, spotting where deviations could occur and putting proactive measures in place.
• Translate business priorities into workforce action, guiding cross-functional partners through the options and trade-offs available.
• Lead strategic initiatives that impact all lines of business, from holiday readiness to plan audits and supply optimization.
• Be a master of your inputs and data, ensuring the information behind your plans and recommendations is accurate and transparent.
• Act as a trusted partner to Audience Experience, Finance, Recruiting, and Vendor Ops to keep supply aligned with demand and outcomes accountable.
• Develop and lead a high-performing team, providing mentorship, career development, and clear accountability while building a culture of excellence.

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