Manager, Workforce Strategy (Merchant)

Position Overview

• Location Type: Remote (Open to DoorDash’s core offices)
• Employment Type: Full-time
• Salary: Not specified

As the Manager, Workforce Strategy for Merchant, you will be the single point of accountability for all workforce planning and real-time execution related to our Merchant support experience. You will lead a cross-functional, hybrid team responsible for in-house and BPO operations, managing staffing, capacity, performance metrics, and issue resolution in real time. You will own KPIs like SLA, occupancy, and queue-specific efficiency, all of which ladder up to CXI capital-level KRs. This role requires a strategic, business-minded leader capable of navigating rapid deviations and dynamically adjusting execution strategies, identifying root causes through real-time data and insights, and collaborating across CXI, S&O, GSIO, Finance, Product, and Support Ops.

Requirements

• 5+ years in workforce management or support operations or management consulting
• Thrive in fast-paced, ambiguous environments and love solving complex problems
• Demonstrate deep business understanding and proactive decision-making
• Proven track record of driving performance improvements across cross-functional teams
• Strong analytical skills and comfort with data tools (e.g., SQL, Excel, Tableau)
• Strategic leadership capabilities

Responsibilities

• Own end-to-end performance of WFM support operations for the Merchant audience.
• Manage and align in-house and BPO planners, schedulers, and RTA teams.
• Drive performance against KPIs (e.g., SLA, occupancy, O/U, SQI, SA).
• Lead OKR setting and progress tracking for your vertical.
• Influence strategic trade-offs and improvement initiatives across WFM and CXI.
• Communicate results, blockers, and root causes clearly to leadership while maintaining partner alignment and strategic influence.

About the Team

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 and scheduling 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.

Reporting Structure

• Reports To: DoorDash's Senior Manager, Workforce Strategy for Marketplace and Drive Support Operations.

Company Information

DoorDash is a technology company that connects consumers with restaurants and stores.