Manager, Workforce Strategy (Merchant)

DoorDash; Chicago (IL); Hybrid; USD 122,000 - 180,000; Part time

Job summary

DoorDash seeks a Manager for Workforce Strategy focusing on optimizing merchant support operations. In this mid-senior level role, you will navigate workforce capacities, oversee performance metrics, and drive process improvements. This position offers competitive compensation and comprehensive benefits to support your well-being.

Benefits

401(k) plan with employer matching

16 weeks paid parental leave

Comprehensive medical, dental, and vision benefits

Paid time off and sick leave

Wellness benefits

Qualifications

• 5+ years in workforce management or management consulting required.
• Strong analytical skills with comfort in data tools.
• Experience in fast-paced operations.

Responsibilities

• Lead cross-functional teams ensuring efficient workforce planning.
• Manage KPIs related to SLA and queue efficiency.
• Drive performance improvements and influence strategic initiatives.

Skills

Analytical skills

Leadership

Problem-solving

Education

5+ years in workforce management or support operations

Tools

SQL

Excel

Tableau

Job description

Join to apply for the Manager, Workforce Strategy (Merchant) role at DoorDash

2 weeks ago Be among the first 25 applicants

Join to apply for the Manager, Workforce Strategy (Merchant) role at DoorDash

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 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 Merchant, you will be the single point of accountability for all workforce planning and real-time execution related to our Merchant 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 Senior Manager, Workforce Strategy for Marketplace and Drive Support 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.

You’re Excited About This Opportunity Because You Will…

• Own end-to-end performance of WFM support operations for the Merchant audience
• Manage and align in-house and BPO planners, schedulers, and RTA teams
• Drive performance against KPIs (e.g., SLA, occupancy, O/U, SQI, SA)
• Lead OKR setting and progress tracking for your vertical
• Influence strategic trade-offs and improvement initiatives across WFM and CXI
• Communicate results, blockers, and root causes clearly to leadership while maintaining partner alignment and strategic influence
  
  

We’re Excited About You Because You…

• Have 5+ years in workforce management or support operations or management consulting
• Thrive in fast-paced, ambiguous environments and love solving complex problems
• Demonstrate deep business understanding and proactive decision-making
• Have a proven track record of driving performance improvements across cross-functional teams
• Possess strong analytical skills and comfort with data tools (e.g., SQL, Excel, Tableau)
• Are a strategic leader who can inspire, align, and hold teams accountable
  
  

We expect this position to be filled by 7/4/2025.

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

Compensation

The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.

In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.

DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

To learn more about our benefits, visit our careers page here.

See Below For Paid Time Off Details

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).
  
  

The base pay for this position ranges from our lowest geographical market up to our highest geographical market within the United States.

$122,400—$180,000 USD

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 with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering 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 including premium healthcare, wellness expense reimbursement, paid parental leave and more.

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.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Part-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  Software Development

Referrals increase your chances of interviewing at DoorDash by 2x

Sign in to set job alerts for “Workforce Manager” roles.

Chicago, IL $124,000.00-$176,000.00 2 days ago

Greater Chicago Area $80,000.00-$120,000.00 3 weeks ago

Workforce Analyst, Mission Control Analytics

Chicago, IL $124,000.00-$176,000.00 2 weeks ago

Chicago, IL $91,000.00-$114,000.00 1 month ago

Sr. Manager, People Operations - Americas

Chicago, IL $50,000.00-$60,000.00 9 months ago

Glenview, IL $70,000.00-$110,000.00 1 week ago

Mgr Corporate Workforce Management Team-17781

People Consulting - UKG Workforce Management Consulting Manager

Chief of Staff, Carelon Payment Integrity

Associate Manager, DashMart - Labor Strategy & Operations

Senior Regional Manager (Midwest Region)

Chicago, IL $80,300.00-$120,400.00 1 week ago

operations manager, Reserve Cafe - Starbucks Reserve - Chicago Roastery

Chicago, IL $75,400.00-$110,900.00 1 week ago

Chicago, IL $112,700.00-$169,100.00 1 week ago

Manager of Community Initiatives and Retention

Chicago, IL $70,000.00-$80,000.00 1 week ago

Chicago, IL $155,000.00-$155,000.00 3 weeks ago

Manager, Workforce Partnership Development - Craft Education

Chicago, IL $51,000.00-$60,000.00 6 months ago

Chicago, IL $75,000.00-$80,000.00 1 week ago

Army Civilian Readiness and Talent Management Project Manager

General Manager, Communications, Media, Entertainment and Technology

Army Civilian Readiness and Talent Management Alternate Project Manager

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.