Senior Associate Workforce Planning
DoorDash India · Posted Oct 1
Software development, engineering support, and technology services for a global local commerce platform
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About the role
Support Operations is one of DoorDash's core operations teams, responsible for designing, managing, and operating a large and growing global network of support centers with the goal of delivering a world-class customer experience. The team is hiring an experienced Workforce Planner to help develop and scale its support lines of business across a 24/7/365 organization. This role owns monthly, daily, and hourly staffing plans, forecast accuracy and scenario modeling, performance insights, headcount reconciliation, and cross-functional partnership with operations, customer experience, product, engineering, and finance/HR teams.
What you will do
- Build and maintain support capacity plan models at the monthly, weekly, and interval level, using a quantitative model to determine the staff required to service forecasted volumes
- Match staffing supply to required staff to ensure efficient service level attainment, and make hiring, ramp, and staff-reduction recommendations
- Keep capacity plans and assumptions accurate, current, and aligned to source-of-truth headcount data, auditing regularly for accuracy
- Ensure alignment from the smallest site/team level of detail up through the broader org-wide capacity plan
- Maintain documentation of planning methodology, assumptions, and processes, and continually improve the planning tools, models, and templates themselves
- Forecast incoming contact volume using historical and benchmark data, tracking deviations between forecast and actuals on a regular cadence
- Build, update, and present "what-if" scenarios to evaluate potential changes and support upcoming initiatives, as well as annual, half-year, and quarterly planning scenarios for long-range and financial planning
- Build and validate capacity models for new lines of business, queues, or markets, and identify overtime activation needs while ensuring compliance with local labor regulations in each region you support
- Build out and report on seasonality trends for a complex, growing organization
- Dig into historical data to surface insights that improve support operations, speed, quality, and customer experience
- Monitor service level performance, perform SL-miss analysis, and feed those insights back into planning
- Guide short-term staffing adjustments to close current gaps, and partner with Operations to track how staffing is implemented and optimized, driving proactive and corrective improvements
- Reconcile planned vs. actual headcount and budget with Finance/HR, monitor the hiring pipeline against plan, and track new-hire ramp against expected productivity curves
- Maintain a risk register or contingency plan for capacity gaps such as surges, outages, or attrition spikes, and incorporate attrition, absenteeism, and other shrinkage assumptions into the model
- Partner with Real Time Analysts for demand insight and outage reporting
- Partner with teams across operations, customer experience, product, engineering, and tools to improve processes and the resulting experience for customers and partners
- Hold regular capacity plan reviews with leadership, and flag service level risks — with supporting analysis and a recommended mitigation plan — for upcoming projects and initiatives
- Own your recommendations end-to-end: dig into the data, build the model, set implementation timelines, align partners, test ideas, and measure results
Skills used in this role
What the employer is looking for
- You're analytical and data-driven — you love getting into the weeds, and you let data win arguments
- You enjoy tackling complex problems and building something that hasn't existed before
- You're well-organized and detail-oriented, with excellent written and verbal communication skills
- You follow up and follow through — you execute and get the job done
- You're comfortable in a fast-paced, constantly changing, team-oriented environment, and can manage multiple deadlines at once
- You have an owner mentality: quality-focused, output-driven, proactive, and always pushing yourself to do better
- You bring creative solutions to big challenges
- You're comfortable operating at the lowest level of detail while also thinking long-term and inspiring a team
- You're energized by rapid change and constant learning
- You're comfortable pulling data or modeling in Excel/Google Sheets
- You don't give up — if your first plan doesn't work, you have a few more in your back pocket
- You have 4-6 years of relevant experience, having succeeded in diverse environments (tech, operations, strategy, consulting, banking, or similar)
- You have a Bachelor's degree or equivalent practical experience
- You bring hands-on experience with workforce management software (e.g., NICE, Verint, Genesys, or Aspect) and advanced proficiency in Excel/Google Sheets; SQL experience is a plus
Benefits and support
- Compensation and benefits are detailed in the job posting
About DoorDash India
DoorDash Technologies India Private Limited acts as an Indian subsidiary and engineering/technology hub for DoorDash, Inc., supporting its global local commerce and delivery platform operations. The entity operates primarily as a corporate and technical setup in India rather than a consumer-facing delivery marketplace. It provides core technological backing, research, and software development services to the parent company.
- Industry
- Software & IT Services
- Company size
- 50-100 employees
- Founded
- 2020-01-23
- Location
- Pune, Maharashtra, India
- Funding stage
- Public Company
Funding
Public Company · $2.5B raised
- 2020-06-18Series H$400M
Recent coverage
The Hindu
DoorDash Opens First India Office in Hyderabad, Plans to Scale Workforce to 3,0002026-09-30
Analytics India Magazine
DoorDash Opens First India Hub in Hyderabad, Plans to Scale Team to 3,0002026-09-30
Times of India
DoorDash Makes a Dash for Hyd with First India GCC Hub with Plans to Hire 3,000 Over Next 2 Years2026-09-30