Manager, Workforce Strategy

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.

About the Role

As the Manager, Workforce Strategy for Trust & Safety, you will be the single point of accountability for all workforce planning and real‑time execution related to our TnS 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
• Collaborating across CXI, S&O, GSIO, Finance, Product, and Support Ops
• Driving continuous improvement through innovation and system thinking
• Managing up and across with clarity and confidence, escalating responsibly, and preserving strong cross‑functional trust even while surfacing accountability

You will report to DoorDash’s Manager, Workforce Strategy for Integrity Operations. While we would strongly prefer that you be based in one of DoorDash’s core offices, we are open to remote candidates with the right fit.

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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.

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