About the Team

The GSIO Workforce Management Planning Team consists of our Senior Manager, 3 Workforce Managers, multiple Workforce Planners/Schedulers and RTAs. Enjoy a comfortable team-oriented environment where things are always happening at a rapid pace and you can prioritize and organize tasks simultaneously. Manage outcomes and be empowered to make the decisions to lead to those outcomes. Be focused on quality, output-motivated, an extreme achiever who is progressive, and always pushing yourself to be 1% better each day!

About the Role

As one of DoorDash’s core operations teams, Support Ops is tasked with ensuring that when there are bumps in the last mile there’s always someone there to help make things right. Our team designs, manages and operates DoorDash’s massive and growing global network of support centers, with the ultimate goal of delivering a world-class customer experience every time.

As part of DoorDash’s Support Operations Team, we’re looking for an experienced Workforce Planner to help develop and scale our support lines of businesses in the Mexico City area. We’re looking for an experienced Workforce Planner to support our contact center operations through contact forecasting, capacity planning, and new hire planning. You will translate forecasted demand into annual, monthly, weekly, and interval-level staffing requirements and actionable hiring plans, using operational metrics to improve forecast accuracy, workforce utilization, and service performance. This role requires hands-on Workforce Management or Workforce Planning experience in a contact center environment.

You’re excited about this opportunity because you will…

• Develop and maintain new hire plans that translate forecasted staffing gaps into hiring requirements and training class timelines. 
• Incorporate attrition, training and nesting duration, and ramp-up assumptions to determine when new hires will be ready to support production.
• Build and maintain support capacity plan models at an annual, monthly, weekly, and interval level for a large, 24/7/365 organization.
• Forecast incoming contacts based on Delivery volume, Mx and Dx onboarding.
• Analysis on historical data to provide insights that improve support operations.
• Guide Short-Term staffing adjustments to address current staffing gaps.
• Work with our operations team to track how our staffing is being implemented and optimized. Make proactive and corrected improvements.
• Partner with Real Time Analysts for demand insight and outage reporting.
• Build out and report on seasonality trends in a complex, growing integrity organization.
• Produce, dig into and use data and insights to identify opportunities to improve speed, quality, effectiveness, and customer experience
• Partner with teams within integrity, customer experience, and our product, engineering, and tools teams to improve processes and the resulting customer experience for consumers, merchants, and dashers, and helping DoorDash become a safe and trustworthy platform
• Accomplish your recommendations from start to finish, from digging into Excel/SQL to creating a budget to implementing timelines, aligning partners, testing ideas, achieving and measuring results
• Identify areas for improvement and/or innovation around efficiency and customer experience from deep dives and understanding customer's cases; drive new ideas to be built and tested

We’re excited about you because…

• You have 4+ years of professional experience, including hands-on experience in Workforce Management (WFM) or Workforce Planning (WFP) within contact center or customer support operations. 
• Direct experience building contact forecasts, capacity plans, and staffing models is required.
• You have experience supporting workforce planning in contact center or call center operations. 
• Experience collaborating with Business Process Outsourcing (BPO) partners on staffing requirements, hiring plans, and capacity delivery is strongly preferred.
• You have a strong understanding of contact center workforce metrics, including service level, average handle time (AHT), occupancy, shrinkage, and forecast accuracy, and can explain how they inform staffing requirements and capacity planning decisions.
• Analytical and data driven - you love getting into the weeds.
• Enjoy attacking complex problems and building something that hasn’t existed before.
• Well-organized and attentive to detail; have outstanding written and verbal communications skills.
• Impeccable follow-up and follow-through capabilities, you can execute and get the job done.
• Comfortable in a fast-paced, constantly changing, team-oriented environment and able to manage multiple deadlines simultaneously.
• Have an owner mentality; you're focused on quality, output driven, an extreme hustler, proactive, and always pushing yourself to do better.
• You are eager to bring solutions to big challenges in creative new ways
• You like to dig in. You don't hesitate to get in the weeds and operate at the lowest level of detail, but you're as comfortable thinking long-term and inspiring a team.
• You're unafraid of the unknown. Rapid change and learning is exciting to you, and you excel in constant change.
• You love data. You let data win arguments, and you're comfortable pulling data or modeling in Excel/Google Sheets.
• You don't give up. If your plan doesn't work, you have 3 more options in your back pocket.
• You've succeeded in diverse cultures (whether in tech, operations, strategy, consulting, banking, or a related experience).

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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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: https://getcovey.com/nyc-local-law-144

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

Beware of recruitment scams: DoorDash, Deliveroo, and Wolt will never ask you to pay money or share sensitive financial information during hiring — learn more about our legitimate recruiting process at Recruitment Scam Awareness - DoorDash .