Description
Job Overview
As a WFM Planning Manager at DoorDash, you will lead planning for rider and merchant support operations, own KPI performance, and partner cross-functionally to align staffing supply with business priorities.
About the Team
Our Workforce Management team's primary focus is to ensure we have the right people in the right place at the right time, so customers, merchants, and delivery partners get help as quickly and reliably as possible. The team brings a people-first mindset paired with strategy and operations to achieve its goals, moving quickly, applying first-principles thinking, and focusing on problem-solving to ensure seamless execution.
Key Responsibilities
- Own capacity plans and scheduling coverage across an integrated scope spanning in-house and outsourced/vendor sites
- Own KPI performance , service level, occupancy, over/under staffing, and quality , and lead root-cause analysis and recovery planning when performance slips
- Anticipate staffing risks and deviations before they affect service, and put proactive mitigation plans in place
- Lead goal-setting for your area and track progress, translating results into clear updates for leadership
- Partner cross-functionally to align staffing supply with evolving business priorities, and drive process and efficiency improvements
- Communicate performance, blockers, and root causes clearly to leadership while maintaining strong cross-functional relationships
- Act as the primary bridge between your assigned line of business and the Workforce Management function
- Translate business goals into capacity plans and performance reporting that keep service levels on track
- Manage outsourced/vendor relationships tied to your audience, holding partners accountable to staffing commitments and service level targets
- Build trust and influence with business stakeholders, surfacing trade-offs and risks clearly and proactively
- Own the technical accuracy of capacity models, forecasting methodology, and underlying assumptions
- Ensure planning tools and systems are used to their full potential, and lead improvements to the models, templates, and tools themselves
- Translate high-level goals into precise, data-driven staffing blueprints the broader team can execute against
Requirements
- 5-7 years of experience in workforce management, capacity planning, or operations, including experience leading or directly managing a team
- Fluent in workforce management fundamentals: capacity planning, forecasting, scheduling, shrinkage, and occupancy
- Strong analytical rigor and comfort with data tools such as SQL, Excel, and Tableau
- Track record of driving measurable performance improvements across cross-functional teams
- Confident, clear communicator, able to influence and align stakeholders across functions and levels
- Thrives in fast-paced, ambiguous environments and enjoys solving complex problems
- Bachelor's degree or equivalent practical experience
- Experience managing outsourced/vendor relationships, including staffing commitments and service level accountability
- Skilled business partner, comfortable owning KPI outcomes and communicating trade-offs to stakeholders outside of WFM
- Hands-on experience with workforce management software (e.g., NICE, Verint, Genesys, or Aspect) and forecasting/capacity modeling methodology
- Improved planning tools, models, or templates, and enjoys going deep on the technical mechanics behind a capacity plan
What We Offer
DoorDash offers a dynamic and supportive work environment with opportunities for growth and development.
Diversity, Equity and Inclusion
At DoorDash, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.