Senior Workforce Management Analyst

Responsibilities

• Build and maintain support capacity plan models at a monthly, weekly, and interval level for a large, 24/7/365 organization
• Forecast incoming contacts based on Delivery volume, Mx and Dx onboarding
• Analyze historical data to provide insights that improve support operations
• Guide short-term staffing adjustments to address current staffing gaps
• Partner with Real Time Analysts for demand insight and outage reporting
• Build out and report on seasonality trends in a complex, growing integrity organization
• Use data and insights to identify opportunities to improve speed, quality, and customer experience
• Partner with product, engineering, and tools teams to improve processes
• Execute recommendations from data analysis through to implementation and measurement

Requirements

• 4+ years of post-grad experience in tech, operations, strategy, consulting, or banking
• Strong analytical and data-driven mindset
• Proficiency in Excel or Google Sheets for data modeling
• Experience with SQL for data extraction
• Excellent written and verbal communication skills
• Ability to manage multiple deadlines in a fast-paced environment

About the Company

DoorDash is a technology and logistics company on a mission to empower local economies. We design, manage, and operate a massive global network of support centers to deliver a world-class customer experience.