As one of DoorDashs core operations teams, Support Ops is tasked with ensuring that when there are bumps in the last mile theres always someone there to help make things right. Our team designs, manages and operates DoorDashs massive and growing global network of support centers, with the ultimate goal of delivering a world-class customer experience every time. As part of DoorDashs Support Operations Team, were looking for an experienced Workforce Planning Associate to help develop our global support vendor strategy, plan our monthly, daily, and hourly staffing levels and ensure were providing our customers with best-in-class service. This role will play a vital part in improving forecast accuracy, reporting, and planning around floor staff utilization and efficiency. What Youll Do Build and maintain support capacity plan models at a monthly, weekly, and interval level for a large, multi-site 24/7 organization Build and improve reports on agent staff utilization and schedule optimization, both globally and by line of business Analysis on historical data to provide insights that improve support operations. Guide schedule building with vendor partners, providing details on HOOPs, current staffing gaps, and reviewing shift bids Build shift-bids and schedules for pilots, internal support teams, and as needed for business operations Work with our vendor operations team to track how our staffing is being implemented and optimized. Make proactive and corrected improvements Build out and report on seasonality trends in a complex, growing support organization About You Analytical and data driven - you love getting into the weeds Enjoy attacking complex problems Well-organized and attentive to detail; have outstanding written and verbal communications skills Impeccable follow-up and follow-through capabilities, you can execute and get the job done Comfortable in a fast-paced, constantly changing, team-oriented environment and able to manage multiple deadlines simultaneously Have an owner mentality; you're focused on quality, output driven, an extreme hustler, proactive, and always pushing yourself to do better Qualifications BA/BS degree or equivalent practical experience Minimum of 3 years of workforce planning or other relevant experience Prior experience with Workforce Management software (e.g., NICE, IEX, Aspect, etc.) Experience with databases and understanding complex SQL queries Data visualization experience a plus Fluent in Excel formulas and Erlang calculations Experience with outsourced customer support vendors is a plus Experience with Salesforce a plus About Us Founded in 2013, DoorDash is a San Francisco-based technology company passionate about transforming local businesses and dedicated to enabling new ways of working, earning, and living. Today, DoorDash connects customers with their favorite local and national businesses in more than 1,000 cities across the United States and Canada. By building intelligent, last-mile delivery technology for local cities, DoorDash aims to connect people with the things they care about one dash at a time.