[Remote] Senior Manager, Workforce Strategy - RTA and Innovation at DoorDash

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

7+ years of experience in Workforce Management or Support Operations, with deep expertise in building and scaling RTA functions from scratch
Proven track record of implementing and optimizing WFM tools and platforms (NICE, Verint, Assembled, Genesys, or similar), with strong technical acumen
Comfortable plugging gaps as well as defining long-term strategy and building sustainable models
Thrive in fast-paced, ambiguous environments, with the scrappiness to execute quickly and the vision to anticipate what’s next
Passionate about innovation and automation, with a strong curiosity for how AI

Responsibilities

Own intraday and in-week SLA performance, proactively calling out plan risks, signing up for targets, and holding both planning and execution accountable by pinpointing staffing, system, and process gaps—and driving fixes to deliver expected outcomes
Design and operationalize execution models that deliver seamless real-time decision-making and performance outcomes across internal and outsourced operations
Act as the architect of WFM innovation, owning the future strategy for tools, automation, and AI adoption across Workforce Management
Identify opportunities to automate manual processes and integrate smarter workflows that drive speed, accuracy, and efficiency at scale
Leverage your deep experience with WFM platforms to ensure we’re maximizing the value of our current tools while also building a forward-looking strategy for the next generation of capabilities
Partner with cross-functional stakeholders to connect strategy to execution, influencing priorities and enabling scalable improvements across CX and WFM
Drive accountability to real-time and operational KPIs, ensuring alignment to service goals while continuously raising the bar for performance
Serve as the bridge between vision and execution, communicating results, blockers, and forward-looking opportunities with clarity to leadership and partners

Skills

DoorDash

On-demand food delivery service

About DoorDash

DoorDash connects customers with local and national restaurants for on-demand food delivery, primarily in the United States, Canada, and Australia. The platform allows users to browse menus and place orders, which are delivered by drivers known as "Dashers." DoorDash's business model includes charging restaurants a commission and customers delivery and service fees, making it distinct in its three-sided marketplace approach. The company's goal is to lead the food delivery market by enhancing user experience and expanding its services.

San Francisco, CaliforniaHeadquarters

2013Year Founded

$2,404.4MTotal Funding

IPOCompany Stage

Food & Agriculture, Consumer SoftwareIndustries

10,001+Employees

Benefits

Health & Wellness - Premium medical, dental, and vision insurance plans, including fertility coverage. Monthly gym and wellness reimbursement.

Compensation - Competitive salary with bi-annual performance reviews. Meaningful equity opportunities - with quarterly vesting.

Time When You Need It - Flexible vacation days for salaried employees. Generous vacation and sick days for hourly team members. Paid Parental Leave to support our DoorDash families.

Flexible Work Support - At-home office equipment and monthly WiFi support while working from home. Enjoy your favorite lunch on us while working in one of our offices.

Risks

Cannabis delivery faces competition from new market entrants, impacting market share.

Ibotta partnership may underperform if digital promotions don't resonate with customers.

Expansion into non-traditional categories may dilute DoorDash's core brand identity.

Differentiation

DoorDash's entry into cannabis delivery diversifies its service offerings.

Partnership with Ibotta enhances digital promotions, adding value for customers.

Collaboration with The Trade Desk boosts targeted advertising capabilities.

Upsides

Cannabis delivery opens new revenue streams amid growing demand for THC and CBD products.

Ibotta partnership may increase order frequency through enhanced digital promotions.

David's Bridal partnership taps into the lucrative wedding industry, diversifying offerings.

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