Job Description
<div class="content-intro"><p><img style="display: none; max-width: 100%;" src="https://click.appcast.io/greenhouse-te8/a31.png?ent=34e=22630t=1701374353806" width="1px"> <img style="display: none; max-width: 100%;" src="https://track.jobadx.com/v1/i.gif?utm_pixel=224e990b-8ff4-4287-8d5d-2ff09647f181utm_ptz=ESTutm_rqt=track" alt="" width="1"></p></div><h1><strong>About the Team</strong></h1><p>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, scheduling, and real-time operations 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.</p><h1><strong>About the Role</strong></h1><p>As the Senior Manager of RTA Innovation, you will sit at the intersection of execution and strategy—owning day-to-day SLA delivery while shaping the future of Workforce Management. You’ll bring structure and discipline to intraday and in-week performance, ensuring risks are surfaced early, accountability is clear, and outcomes are consistently met.</p><p>At the same time, you’ll drive the innovation agenda for WFM, ensuring we get the most out of our current tools while charting a path toward automation, AI, and next-generation capabilities. This role is built for someone who thrives in ambiguity, moves quickly from problem to solution, and knows what “great” looks like when scaling a real-time operation.</p><p>You’ll work closely with leaders across Planning, Vendor Ops, CX, and Product/Engineering to connect big-picture strategy to day-to-day execution. The ideal candidate combines technical depth in WFM platforms with the grit to solve problems hands-on and the vision to transform how we work.</p><p>This role reports to the Director of Workforce Management. 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.</p><h1><strong>You’re excited about this opportunity because you will…</strong></h1><ul><li>Own intraday and in-week SLA performance, proactively calling out plan risks, signing up for targets, and holding both planning and execution accountable by pinpointing staffing, system, and process gaps—and driving fixes to deliver expected outcomes.</li><li>Design and operationalize execution models that deliver seamless real-time decision-making and performance outcomes across internal and outsourced operations.</li><li>Act as the architect of WFM innovation, owning the future strategy for tools, automation, and AI adoption across Workforce Management.</li><li>Identify opportunities to automate manual processes and integrate smarter workflows that drive speed, accuracy, and efficiency at scale.</li><li>Leverage your deep experience with WFM platforms to ensure we’re maximizing the value of our current tools while also building a forward-looking strategy for the next generation of capabilities.</li><li>Partner with cross-functional stakeholders to connect strategy to execution, influencing priorities and enabling scalable improvements across CX and WFM.</li><li>Drive accountability to real-time and operational KPIs, ensuring alignment to service goals while continuously raising the bar for performance.</li><li>Serve as the bridge between vision and execution, communicating results, blockers, and forward-looking opportunities with clarity to leadership and partners.</li></ul><h1><strong>We’re excited about you because you …</strong></h1><ul><li>Have 7+ years of experience in Workforce Management or Support Operations, with deep expertise in buil ... (truncated, view full listing at source)