DoorDash
WFMForecasting&CapacityPlanningAnalyst
Neural analysis suggests this role is
optimal for Mid candidates.
“WFM Forecasting & Capacity Planning Analyst at DoorDash. Skills: Forecasting, Capacity planning, Data analysis. Build support capacity plan models. Forecast incoming contacts”
What You'll Achieve.
Improve forecast accuracy; Improve support operations; Improve speed; Improve quality; Improve effectiveness; Improve customer experience
Industry & Context.
Attacking complex problems; Identify opportunities to improve speed; Identify opportunities to improve quality; Identify opportunities to improve effectiveness; Identify opportunities to improve customer experience; Identify areas for improvement; Identify areas for innovation
What They're Looking For.
Must Have
4+ years of post-grad experience, Analytical and data driven, Well-organized, Attentive, Outstanding written and verbal communications skills, Impeccable follow-up and follow-through capabilities, Comfortable in a fast-paced, constantly changing, team-oriented environment, Able to manage multiple deadlines simultaneously, Focused on quality, Output driven, Extreme hustler, Proactive, Eager to bring solutions to big challenges in creative new ways, Comfortable thinking long-term, Inspiring a team, Unafraid of the unknown, Rapid change and learning is exciting, Excel in constant change, Love data, Comfortable pulling data, Comfortable modeling in Excel/Google Sheets, Don't give up, Have 3 more options in your back pocket
Nice to Have
Succeeded in diverse cultures (whether in tech, operations, strategy, consulting, banking, or a related experience)
What You'll Do.
Build support capacity plan models
Forecast incoming contacts
Analysis on historical data
Guide short-term staffing adjustments
Track staffing implementation
Make proactive improvements
Build out seasonality trends
Produce data and insights
Identify opportunities to improve speed
Identify opportunities to improve quality
Identify opportunities to improve effectiveness
Identify opportunities to improve customer experience
Accomplish recommendations
Identify areas for improvement
Identify areas for innovation
Understand customer's drive
How You'll Work.
Team & Collaboration
Work with operations team; Partner with Real Time Analysts; Partner with teams within integrity; Partner with customer experience teams; Partner with product teams; Partner with engineering teams; Partner with tools teams
Communication Scope
Outstanding written and verbal communications skills
Process & Methodology
Implement timelines, Align partners, Test ideas
Full Job Description
About the Team The GSIO Workforce Management Planning Team consists of our Senior Manager, 3 Workforce Managers, multiple Workforce Planners/Schedulers and RTAs. Enjoy a comfortable team-oriented environment where things are always happening at a rapid pace and you can prioritize and organize tasks simultaneously. Manage outcomes and be empowered to make the decisions to lead to those outcomes. Be focused on quality, output-motivated, an extreme achiever who is progressive, and always pushing yourself to be 1% better each day! About the Role As one of DoorDash’s core operations teams, Support Ops is tasked with ensuring that when there are bumps in the last mile there’s always someone there to help make things right. Our team designs, manages and operates DoorDash’s massive and growing global network of support centers, with the ultimate goal of delivering a world-class customer experience every time. As part of DoorDash’s Support Operations Team, we’re looking for an experienced Workforce Planner to help develop and scale our support lines of businesses in the Phoenix area. This role will be a key player in planning our monthly, daily, and hourly staffing levels and ensure we’re providing our customers with best-in-class service with up to date hiring plans. This role will play a vital part in improving forecast accuracy, reporting, and planning around floor staff utilization and efficiency. You’re excited about this opportunity because you will… 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. Analysis on historical data to provide insights that improve support operations. Guide Short-Term staffing adjustments to address current staffing gaps. Work with our operations team to track how our staffing is being implemented and optimized. Make proactive and corrected improvements. Partner with Real Time Analysts for dema
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