About the Team
The Finance & Workforce Management (WFM) team sits at the center of Merchant Experience operations, driving how we plan, operate, and scale support. We are responsible for optimizing real-time performance, workforce strategy, and the underlying data systems that power decision-making across the organization.
Our team owns the end-to-end connection between forecasting, capacity planning, scheduling, and real-time operations—ensuring that the right resources are in place at the right time to meet demand. In parallel, we manage the data frameworks and system integrations that connect platforms such as Salesforce, WFM tooling, and reporting environments, enabling accurate, consistent, and actionable insights.
This role operates at the intersection of operations, data, and systems—bridging real-time execution with long-term process and tooling improvements. We partner closely with Operations, Finance, Vendor Ops, Product, and Analytics to identify gaps, improve workflows, and build scalable solutions that enhance both efficiency and data integrity.
As the team continues to evolve, we are focused on building more automated, reliable, and insight-driven systems that support rapid growth while maintaining high-quality merchant experiences.
About the Role
As an Associate Supervisor, MXO WFM, you will own and evolve critical workforce management processes across real-time operations (RTA), merchant support mapping, and system workflows. This role sits at the center of the Finance & Workforce Management team, balancing automated systems with human decision-making to ensure operations run smoothly, efficiently, and at scale.
In this role, you will focus on improving the systems and processes that keep workforce operations running effectively at scale. This role combines real-time operations oversight, people leadership, data and workflow management, and process design: ensuring that staffing decisions, system logic, and operational workflows are accurate, efficient, and reliable in practice. You’ll work across teams to resolve issues, standardize how work gets done, and identify opportunities to automate and improve processes over time. Success in this role means not just keeping operations running, but building systems that are resilient, scalable, and able to perform under real-world conditions.
Success in this role will be measured by:
- Maintaining strong real-time performance, including consistent SLA achievement and rapid incident recovery
- Driving measurable improvements in forecast accuracy and workforce efficiency
- Improving routing accuracy and reducing data inconsistencies across systems
- Reducing manual reporting effort and operational escalations through automation
- Building scalable processes and systems that support long-term operational growth
- Partnering effectively across teams to deliver data-driven, high-impact solutions
This role reports to the Senior Manager, MXO Workforce Planning.
You’re excited about this opportunity because you will...
- Lead and develop the RTA team, including onboarding, coaching, and performance management
- Own end-to-end WFM processes across RTA operations, mapping, and workflow management
- Stabilize and lead RTA operations, including monitoring, escalation handling, and team oversight
- Build and standardize SOPs, frameworks, and accountability mechanisms across WFM functions
- Manage and resolve mapping escalations, ensuring accuracy across systems and workflows
- Identify inefficiencies and drive process improvements through automation and system design
- Partner cross-functionally to support forecasting, capacity planning, and operational performance
- Balance automated systems with human decision-making to optimize real-time operations
- Translate ambiguous problems into structured, scalable solutions
- Identify patterns, risks, and opportunities to improve system performance and reliability
- Build a culture of accountability so the team runs reliably without single points of failure
- Shape how workforce management operates at DoorDash during a critical growth phase
We’re excited about you because...
- You have experience in workforce management, operations, or systems roles with increasing ownership
- You are highly process-oriented and can operate at both the detailed and systems level
- You have experience building frameworks, SOPs, or scalable workflows
- You are comfortable working with data tools (SQL, Excel/Sheets, BI platforms)
- You communicate clearly and effectively across technical and non-technical stakeholders
- You are proactive, reliable, and able to take ownership in ambiguous, fast-paced environments
- You are a strong problem solver who can quickly diagnose issues and drive resolution
- You can balance real-time operational needs with longer-term process improvements
- You have experience managing or mentoring a small team in an operational environment
- You bring structure to chaos and leave things better than you found them
Nice to have:
- Experience with workforce management tools or capacity planning concepts
- Exposure to data pipelines, automation, or system integrations
- Experience working with large operational datasets
- Experience working with BPO or vendor operations
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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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.