Senior Associate Workforce Planning
DoorDash IndiaHyderabad, Andhra Pradesh, India · Posted 7 days agoDescription
About the Role
Support Operations is one of our core operations teams, responsible for making sure that when things go wrong, there's always someone there to make it right. The team designs, manages, and operates a large and growing global network of support centers, with the goal of delivering a world-class customer experience every time.
We're looking for an experienced Workforce Planner to help develop and scale our support lines of business. This role is central to planning monthly, daily, and hourly staffing levels, and to keeping hiring plans current so we consistently deliver best-in-class service. You'll play a key part in improving forecast accuracy, reporting, and how we plan around floor staff utilization and efficiency — for a 24/7/365 organization, wherever it operates.
You're excited about this opportunity because you will…
Capacity planning
- Build and maintain support capacity plan models at the monthly, weekly, and interval level, using a quantitative model to determine the staff required to service forecasted volumes
- Match staffing supply to required staff to ensure efficient service level attainment, and make hiring, ramp, and staff-reduction recommendations
- Keep capacity plans and assumptions accurate, current, and aligned to source-of-truth headcount data, auditing regularly for accuracy
- Ensure alignment from the smallest site/team level of detail up through the broader org-wide capacity plan
- Maintain documentation of planning methodology, assumptions, and processes, and continually improve the planning tools, models, and templates themselves
Forecasting & scenario planning
- Forecast incoming contact volume using historical and benchmark data, tracking deviations between forecast and actuals on a regular cadence
- Build, update, and present "what-if" scenarios to evaluate potential changes and support upcoming initiatives, as well as annual, half-year, and quarterly planning scenarios for long-range and financial planning
- Build and validate capacity models for new lines of business, queues, or markets, and identify overtime activation needs while ensuring compliance with local labor regulations in each region you support
- Build out and report on seasonality trends for a complex, growing organization
Performance & insights
- Dig into historical data to surface insights that improve support operations, speed, quality, and customer experience
- Monitor service level performance, perform SL-miss analysis, and feed those insights back into planning
Staffing & headcount
- Guide short-term staffing adjustments to close current gaps, and partner with Operations to track how staffing is implemented and optimized, driving proactive and corrective improvements
- Reconcile planned vs. actual headcount and budget with Finance/HR, monitor the hiring pipeline against plan, and track new-hire ramp against expected productivity curves
- Maintain a risk register or contingency plan for capacity gaps such as surges, outages, or attrition spikes, and incorporate attrition, absenteeism, and other shrinkage assumptions into the model
Cross-functional partnership
- Partner with Real Time Analysts for demand insight and outage reporting
- Partner with teams across operations, customer experience, product, engineering, and tools to improve processes and the resulting experience for customers and partners
- Hold regular capacity plan reviews with leadership, and flag service level risks — with supporting analysis and a recommended mitigation plan — for upcoming projects and initiatives
- Own your recommendations end-to-end: dig into the data, build the model, set implementation timelines, align partners, test ideas, and measure results
We're excited about you because…
- You're analytical and data-driven — you love getting into the weeds, and you let data win arguments
- You enjoy tackling complex problems and building something that hasn't existed before
- You're well-organized and detail-oriented, with excellent written and verbal communication skills
- You follow up and follow through — you execute and get the job done
- You're comfortable in a fast-paced, constantly changing, team-oriented environment, and can manage multiple deadlines at once
- You have an owner mentality: quality-focused, output-driven, proactive, and always pushing yourself to do better
- You bring creative solutions to big challenges
- You're comfortable operating at the lowest level of detail while also thinking long-term and inspiring a team
- You're energized by rapid change and constant learning
- You're comfortable pulling data or modeling in Excel/Google Sheets
- You don't give up — if your first plan doesn't work, you have a few more in your back pocket
- You have 4-6 years of relevant experience, having succeeded in diverse environments (tech, operations, strategy, consulting, banking, or similar)
- You have a Bachelor's degree or equivalent practical experience
- You bring hands-on experience with workforce management software (e.g., NICE, Verint, Genesys, or Aspect) and advanced proficiency in Excel/Google Sheets; SQL experience is a plus
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.
Similar jobs
About the Team Our Workforce Management team's primary focus is to ensure we have the right people in the right place at the right time, so customers, merchants, and delivery partners get help as quickly and reliably as…
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…
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…
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…
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…
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 p…
About the Team: You will be a part of the Workforce Management (WFM)) team which is a component of the Global Support and Integrity Operations (GSIO) organization. The primary role of this organization is to provide the…
About the Team: You will be a part of the Workforce Management (WFM)) team which is a component of the Global Support and Integrity Operations (GSIO) organization. The primary role of this organization is to provide the…
About the Team: You will be a part of the Workforce Management (WFM)) team which is a component of the Global Support and Integrity Operations (GSIO) organization. The primary role of this organization is to provide the…
About the Team: You will be a part of the Workforce Management (WFM)) team which is a component of the Global Support and Integrity Operations (GSIO) organization. The primary role of this organization is to provide the…
About the Team Data is at the foundation of DoorDash success. The Data Engineering team builds database solutions for various use cases including reporting, product analytics, marketing optimization and financial reporti…
About the Team The Analytics Engineering team at DoorDash is embedded within the Analytics and Data Engineering Orgs, and is responsible for building internal data products that scale decision-making across business team…
About the Team DoorDash Labs is an independent team within DoorDash. We explore robotics and automation to transform last mile logistics in the long term. If you have a passion for applying robotics solutions in a servic…
About the Workforce Management Team DoorDash’s Workforce Management (WFM) organization is a 100+ person team responsible for supporting 20,000+ representatives across 7 audiences and 130+ lines of business globally. Our…
About the Team Data is at the foundation of DoorDash success. The Data Engineering team builds database solutions for various use cases including reporting, product analytics, marketing optimization and financial reportin…
About the Team You’ll be joining the Real Estate and Workplace Operations (REWO) team within DoorDash’s Finance Organization. We design, build, and operate inclusive, inspiring, and functional spaces that help employees…
About the Team Our team manages and operates DoorDash's large and growing global network of support centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible…at scale. This…
About the Team Data is at the foundation of DoorDash success. The Data Engineering team builds database solutions for various use cases including reporting, product analytics, marketing optimization and financial reporti…
About the role We are looking for a dedicated Workday Integrations Specialist to join our People Tech team. This role involves crafting and managing integrations within Workday, enhancing system functionality, and provid…
About the Team You’ll be joining the Real Estate and Workplace Operations (REWO) team within DoorDash’s Finance Organization. We design, build, and operate inclusive, inspiring, and functional spaces that help employees…
About the Team DoorDash is highly focused on providing the best customer experience to all of our customers. We are customer experience driven and results oriented! We like to take ownership of our customer’s needs and p…
About the Team At DoorDash, we’re on a mission to empower local economies — and that mission drives everything we do. What started as food delivery has evolved into a technology and logistics platform designed to help pe…
About the Team DoorDash is building the world's most reliable on-demand, logistics engine for delivery! We're looking for experienced engineers to join our fast-growing engineering team to help us develop a 24x7, global…
About the Team You will be joining the Real Estate and Workplace Operations (REWO) team within DoorDash’s Finance Organization. We design, build, and operate inclusive, inspiring, and functional spaces that help employee…
Engineering the future of logistics – from Brazil to the world DoorDash is building the world’s most reliable on-demand logistics platform. Brazil is a strategic and growing engineering hub for DoorDash. Based in São Pau…
About the Team The RTA team is on the front line when it comes to protecting service-level agreements and experience. The team is responsible for ensuring occupancy is balanced across our multiple LOBs and organizations.…
About the Team DoorDash is a data driven organization and relies on timely, accurate and reliable data to drive many business and product decisions. Data is at the foundation of DoorDash success. The Data Engineering tea…
About the Team We’re building the future of DoorDash India, and that starts with the teams who hire it. Our India Talent Acquisition team partners closely with business leaders to build high-performing, candidate-first h…
Role Overview The customer Support Agent provides real-time phone support to customers, delivering empathetic, accurate, and efficient resolutions. This role requires strong written communication skills, critical thinkin…
Est. 65,000 USD
About the Team DashMart is a local-fulfillment center owned and operated by DoorDash, offering customers household essentials and other items to their doorsteps with speed, reliability, and quality. About the Role In thi…