About the Team

As one of DoorDash’s core operations teams, Support Ops ensures 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 an outstanding customer experience every time.

About the Role 

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 help schedule our monthly, daily, and hourly staffing levels and ensure we’re providing our customers with excellent service with up to date hiring plans. You will play an important part in improving schedule efficiency, reporting, and planning around floor staff utilization. In this role you will:

• Build support ramps and schedules at a weekly, and interval level for a large, 24/7/365 organization.
• Build and improve reports on agent staff utilization and schedule optimization, both globally and by line of business.
• Schedule shifts for support, and allocate PTO allowances by line of business.
• Analysis on historical data to provide insights that improve support operations.
• Guide Short-Term staffing adjustments to address current staffing gaps.
• Build shift-bids and schedules for pilots, internal support teams, and for business operations.
• Work with our operations team to track how our staffing is being implemented and optimized. Make decisions on future possible issues and corrected improvements.
• Partner with Real Time Analysts for demand insight and outage reporting.

You’re excited about this opportunity because you will…

• Collect and analyze information to ensure data-driven results - you love getting into the weeds.
• Enjoy attacking complex problems and building something that hasn’t existed before.
• Are efficient and orderly in accomplishing a task through concern for all the areas involved, no matter how small; have outstanding direct and clear written and verbal discussions.
• Display the ability to keep all parties involved updated and  you can implement and finish the task at hand.
• 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 do better.

We’re excited about you because… 

• BA/BS degree or equivalent practical experience
• Minimum of 2 years of workforce planning or other relevant experience.
• Scheduling experience across multiple inbound channels (Chat, Phone, Web, Social)
• Experience with Workforce Management software, Verint. (e.g., NICE, Verint, Aspect)
• Fluent in Excel formulas and Erlang calculations
• Experience with outsourced customer support vendors
• Experience with Salesforce

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