Jobs in Mexiko

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 extensive global network of support centers, with the goal of delivering an outstanding customer experience every time.

As part of DoorDash's Support Operations Team, we're seeking an experienced Workforce Planner to develop and scale our support lines of business. This role involves scheduling monthly, daily, and hourly staffing levels and maintaining up-to-date hiring plans to ensure excellent customer service. You will focus on improving schedule efficiency, reporting, and planning around staff utilization. Your responsibilities include:

• Building support ramps and schedules at weekly and interval levels for a 24/7/365 organization.
• Developing and enhancing reports on agent utilization and schedule optimization, both globally and by business line.
• Scheduling support shifts and managing PTO allowances by line of business.
• Analyzing historical data to provide insights that improve support operations.
• Guiding short-term staffing adjustments to address current gaps.
• Creating shift-bids and schedules for pilots, internal teams, and business operations.
• Collaborating with operations to monitor staffing implementation and identify opportunities for optimization.
• Partnering with Real-Time Analysts for demand insights and outage reporting.

• Collect and analyze data to drive results, enjoying detailed work.
• Tackle complex problems and build innovative solutions.
• Be efficient and thorough, maintaining clear communication.
• Keep all stakeholders updated and see tasks through to completion.
• Thrive in a fast-paced, team-oriented environment, managing multiple priorities.
• Make decisions that lead to successful outcomes.
• Focus on quality, aim for high achievement, and continuously improve.

• You hold a BA/BS degree or have equivalent practical experience.
• You have at least 2 years of workforce planning or relevant experience.
• You have scheduling experience across multiple inbound channels (Chat, Phone, Web, Social).
• You are familiar with Workforce Management software, such as Verint, NICE, or Aspect.
• You are proficient in Excel formulas and Erlang calculations.
• You have experience working with outsourced customer support vendors.
• You are experienced with Salesforce.

At DoorDash, our mission to empower local economies influences how we operate and innovate. We started with food delivery and now aim to be the go-to platform for all goods, offering opportunities for our team members to grow and make an impact.

We are rapidly growing and evolving, providing our employees with opportunities to share their perspectives, solve new challenges, and advance their careers. We are committed to supporting employee well-being through comprehensive benefits and perks.

We strive to build a diverse, inclusive community within our company, industry, and cities. We believe innovation thrives when everyone is valued and has access to the tools and opportunities to succeed.

If you need accommodations, please inform your recruiting contact at the outset.

We use Covey as part of our hiring and promotional processes in certain locations.

To request accommodations or an alternative process, please notify your recruiting contact upon initial connection.