Strategic WFM Forecasting & Capacity Lead

DoorDash USA; Phoenix (AZ); On-site; MXN 1,547,000 - 2,063,000; Full time

Job summary

DoorDash is seeking an experienced Workforce Planner to join the Support Operations in the Phoenix area. You will build capacity models, forecast contacts, analyze data, and drive staffing decisions to ensure best-in-class service.

This role partners with Real Time Analysts and cross-functional teams to improve speed, quality, and customer experience. You will own end-to-end initiatives from data digging to budgeting and implementation.

Qualifications

• Analytical and data driven—work with data to drive decisions.
• Ability to tackle complex problems and build new solutions.
• Well organized with strong written and verbal communications.
• Demonstrated follow-through and accountability on projects.
• Comfortable in a fast-paced, changing environment with deadlines.

Responsibilities

• Build and maintain capacity plan models monthly, weekly and by interval.
• Forecast contacts from Delivery volume and onboarding.
• Analyze historical data to improve support operations.
• Guide short-term staffing adjustments to close gaps.
• Track staffing implementation and optimize with the team.
• Partner with Real Time Analysts for demand insight and outages.
• Report seasonality trends in a growing organization.
• Use data to identify opportunities to improve speed, quality and CX.
• Collaborate with product, engineering and tool teams to improve processes.
• Turn recommendations into timelines, budgets, and tested results.

Skills

Analytical

Data-driven

Problem solving

Communication

Organized

Ownership

Tools

Excel

SQL

Google Sheets

Job description

DoorDash is seeking an experienced Workforce Planner to join the Support Operations in the Phoenix area. You will build capacity models, forecast contacts, analyze data, and drive staffing decisions to ensure best-in-class service.

This role partners with Real Time Analysts and cross-functional teams to improve speed, quality, and customer experience. You will own end-to-end initiatives from data digging to budgeting and implementation.