Senior Workforce Management Analyst

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 Phoenix area. This role will be a key player in planning our monthly, daily, and hourly staffing levels and ensure we’re providing our customers with best-in-class service with up to date hiring plans. This role will play a vital part in improving forecast accuracy, reporting, and planning around floor staff utilization and efficiency.

You’re excited about this opportunity because you will…

• Build and maintain support capacity plan models at a 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…

• 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 have 4+ years of post-grad experience. You've succeeded in diverse cultures (whether in tech, operations, strategy, consulting, banking, or a related experience).