Director, Head of Workforce Management

About the Team

The Global Customer Support and Integrity Operations team's primary focus is to retain customers and create the best possible experience for them. 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. The in-house team is mostly based between Mexico City and Tempe, AZ, and the broader organization includes the global BPO network.

About the Role

DoorDash is looking for a Director of Workforce Management to lead our planning, RTA, and WFM Data teams and scale our operations to meet the rapid growth of our international last-mile logistics platform. This person will help reimagine how we grow and staff to support our most important Consumers, Dashers, and Merchants. You will be the intersection of strategic planning and efficiency.

You will report to DoorDash's Global Support & Integrity Operations, Sr Director and perform as a Head of the WFM team with up to 6 Sr. Manager direct reports.

You're excited about this opportunity because you will...

• Lead the full WFM team (RTA, in-house and BPO WFP) to be the most efficient, flexible and innovative in the world
• You will guide the team to constantly meet SLAs on an interval level, with customer and teammate experience always on top of mind
• Use WFM's seat in the table to become a strategic and tactical partner for business decision making for both quality and cost gains.
• Partner with support and organization-level leadership to guide priority projects
• Growth and develop managers, senior associates and associates in our team
• Develop a WFM Data Ops team who help us unlock the next level of efficiencies on how staff and protect SLAs on a daily basis
• Maximize the return of investment on tools and systems we implement in WFM operations

We're excited about you because...

• At your core, you're a problem solver, able to solve new problems with new solutions
• You stay oriented to the goal you're trying to achieve and act with urgency to achieve it
• You are a talented business leader with a track record of meeting goals, and success in cross-functional projects
• You don't mind digging into details and operating at the lowest level of detail
• You want to do right by our customers to provide a scalable, outstanding customer experience
• You have 10+ years of professional leadership experience, building out highly analytical teams.
• You have 7+ years of experience forecasting for customer demand or within workforce planning.
• Proficient in SQL preferred

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

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 with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering 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.