Senior Manager, Workforce Strategy RTA and Innovation

Job description

About the Team
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.
About the Role
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.

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.

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.

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.
You’re excited about this opportunity because you will…

+ 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.

+ Design and operationalize execution models that deliver seamless real-time decision-making and performance outcomes across internal and outsourced operations.

+ Act as the architect of WFM innovation, owning the future strategy for tools, automation, and AI adoption across Workforce Management.

+ Identify opportunities to automate manual processes and integrate smarter workflows that drive speed, accuracy, and efficiency at scale.

+ 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.

+ Partner with cross-functional stakeholders to connect strategy to execution, influencing priorities and enabling scalable improvements across CX and WFM.

+ Drive accountability to real-time and operational KPIs, ensuring alignment to service goals while continuously raising the bar for performance.

+ Serve as the bridge between vision and execution, communicating results, blockers, and forward-looking opportunities with clarity to leadership and partners.

We’re excited about you because you …

+ Have 7+ years of experience in Workforce Management or Support Operations, with deep expertise in building and scaling RTA functions from scratch.

+ Bring a proven track record of implementing and optimizing WFM tools and platforms (NICE, Verint, Assembled, Genesys, or similar), with strong technical acumen.

+ Are equally comfortable rolling up your sleeves to plug gaps as you are defining long-term strategy and building sustainable models.

+ Thrive in fast-paced, ambiguous environments, with the scrappiness to execute quickly and the vision to anticipate what’s next.

+ Are passionate about innovation and automation, with a strong curiosity for how AI and emerging technologies can transform Workforce Management.

+ Demonstrate strong analytical skills and fluency with data tools (SQL, Excel, Tableau or similar), enabling real-time, data-driven decision making.

+ Are a strategic leader and operator who inspires followership, aligns cross-functional partners, and drives meaningful change at scale.

+ Balance grit with vision—you know what “great” looks like, and you have the influence, persistence, and creativity to make it happen.


We expect this position to be filled by 12/7/25.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC.

As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications.

We began using Covey Scout for Inbound (https://getcovey.com/product/covey-scout-inbound) from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound (https://getcovey.com/product/covey-scout-inbound) again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor.

Results of the audit may be viewed here: Covey (https://getcovey.com/nyc-local-law-144)


Compensation

The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions.

Base salary is localized according to an employee’s work location.

Ranges are market-dependent and may be modified in the future.

In addition to base salary, the compensation for this role includes opportunities for equity grants.

Talk to your recruiter for more information.

DoorDash cares about you and your overall well-being.

That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act).

DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

To learn more about our benefits, visit our careers page here (https://careers.doordash.com/) .

See below for paid time off details:


+ For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.

+ For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).


The national base pay range for this position within the United States, including Illinois and Colorado.

$143,400 — $210,900 USD


About DoorDash
At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers.

We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.



DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers.

We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.


Our Commitment to Diversity and Inclusion
We’re committed to growing and empowering a more inclusive community within our company, industry, and cities.

That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives.

We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination : In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status.

Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office.

Whether blatant or hidden, barriers to success have no place at DoorDash.

We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply.

Thank you to the Level Playing Field Institute for this statement of non-discrimination.



Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.



If you need any accommodations, please inform your recruiting contact upon initial connection.

Required Skill Profession

Other General