Senior WFM Planning Analyst
Core
Develop and scale support lines by planning monthly, daily, and hourly staffing levels to ensure best-in-class customer service for DoorDash's global network.
Role type
Senior Workforce Planning Analyst (Operations)
Builds
Support capacity plan models, hiring plans, and staffing optimization strategies for a 24/7/365 organization.
Domain
Logistics / Customer Support Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Forecasting, historical data analysis, Excel/Google Sheets modeling, SQL, budgeting, process improvement, seasonality trend analysis, stakeholder partnership
Preferred skills
Data-driven problem solving, creative solutioning, long-term strategic thinking, adaptability to rapid change
Technologies
Excel, Google Sheets, SQL
Responsibilities
Build and maintain support capacity plan models at monthly, weekly, and interval levels; Forecast incoming contacts based on delivery volume and onboarding; Analyze historical data to provide insights for operational improvement; Guide short-term staffing adjustments to address gaps; Partner with Real Time Analysts for demand insight and outage reporting; Produce reports on seasonality trends; Identify opportunities to improve speed, quality, and customer experience; Drive new ideas for efficiency and test them; Execute recommendations from data analysis to budget implementation and result measurement.
Seniority
Senior, hands-on IC
