About the Team

The Workforce Management teams 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, scheduling, and real-time operations for DoorDashs 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 Senior Manager of Workforce Management for Delivery Support Success, you will own workforce planning and performance across Dx Tier 1, Cx Tier 1, and Drive Tier 1 - spanning both captive and BPO sites. Your primary mandate is simple but critical: protect SLA outcomes while balancing efficiency, predictability, and stability across a large, multi-vendor network.

Youll drive long-term and short-term workforce planning through capacity plans and scheduling coverage, own full SLA management, and manage BPO vendor WFM relationships - holding partners accountable to staffing commitments and SLA targets. Youll be expected to know the mechanics of how we lose or save SLA points, whether through staffing gaps, occupancy imbalance, vendor underperformance, or intraday misses, and to act quickly to keep the operation on track.

This role requires strong cross-functional alignment with GSIO Network Ops, Partner Success, and the Delivery Support Success leader to keep supply aligned with demand and business priorities. Youll also lead strategic projects focused on cost improvement and productivity - including chat concurrency, occupancy, and other throughput levers - that raise the bar across the network.

As a leader, youll not only drive outcomes but also build and grow a high-performing team, developing talent and fostering an environment where people are empowered to deliver excellence while growing their skills and careers.

This role reports to the Director of Workforce Management. 

Youre excited about this opportunity because you will...

• Own WFM strategy for Delivery Support Success - Dx Tier 1, Cx Tier 1, and Drive Tier 1 - balancing SLA performance with efficiency across captive and BPO sites.
• Build and maintain long-term and short-term capacity plans and scheduling coverage across all owned queues and sites.
• Own full SLA management end-to-end, from real-time monitoring to root-cause analysis and recovery planning when performance slips.
• Manage BPO vendor relationships, holding partners accountable to staffing commitments and SLA targets.
• Anticipate risk across captive and BPO sites, spotting where deviations could occur and putting proactive measures in place.
• Partner closely with GSIO Network Ops, Partner Success, and the Delivery Support Success leader to align supply with evolving business priorities.
• Lead strategic initiatives that improve cost efficiency and productivity, including chat concurrency, occupancy, and other throughput levers.
• Be a master of your inputs and data, ensuring the information behind your plans and recommendations is accurate and transparent.
• Develop and lead a high-performing team, providing mentorship, career development, and clear accountability while building a culture of excellence.

Were excited about you because...

• You are first and foremost an operator, fluent in WFM fundamentals like capacity planning, Erlang models, shrinkage, and occupancy.
• You have hands-on experience managing BPO vendor relationships, including staffing commitments and SLA accountability.
• You bring 8+ years of experience in workforce management, capacity planning, or operations leadership across captive and outsourced/BPO environments.
• You are confident in owning SLA performance across multiple lines of business, including identifying deviations and driving recovery strategies.
• You bring analytical rigor and business acumen, able to use data to drive clarity and decisions.
• Youre a skilled cross-functional partner, comfortable influencing leaders across Network Ops, Partner Success, and delivery leadership, and providing clear trade-offs.
• You have experience leading teams or large-scale initiatives, setting direction while staying close to the work.
• You are a people leader, skilled at building, coaching, and developing teams that deliver excellent results while growing their own capabilities.
• You see WFM as a strategic advantage, and youre motivated to prove its impact across the business.