About the Team

The Workforce Planning team at DoorDash is responsible for capacity planning, scheduling, and optimization across a global support network of in-house and BPO contact centers, covering 1300+ agents across 17+ lines of business.
Our primary workforce management platform is Assembled, which serves as the single source of truth for planning, scheduling, and performance data across all staffable and schedulable users. The team also evaluates, integrates, and administers other workforce management tools as needed to drive operational efficiency and business scalability.

About the Role

This role is responsible for configuring, maintaining, and enhancing Assembled and other WFM systems used across all DoorDash Support audiences—including in-house teams, BPO partners, and any users or agents scheduled within these tools.

The administrator will serve as a technical and operational bridge across teams, ensuring the WFM platforms are optimized for accuracy, usability, and alignment with evolving business needs. This includes developing standard operating procedures (SOPs), managing access governance in collaboration with the Access Command Center, and driving continuous improvement through data-driven insights and vendor partnerships.

You’re excited about this opportunity because you will…

• Administer and optimize Assembled and other WFM tools across all lines of business, ensuring accurate setup and execution for both in-house and BPO operations.
• Partner cross-functionally with Workforce Planning, Operations, Access Command Center, Vendor Partners, and CX Tools teams to ensure seamless integration and support.
• Collaborate with DoorDash Data and Integration teams, as well as Assembled or other workforce management product partners, to define feature requirements, influence product roadmaps, and support future RFPs, tool evaluations, and implementations.
• Identify, assess, and resolve gaps between operational needs and system capabilities, proposing enhancements and process improvements that elevate user experience and reporting accuracy.
• Collaborate with vendor partners to test, evaluate, and implement new features or functionality that improve workforce effectiveness and business outcomes.
• Create, document, and maintain SOPs, training materials, and internal knowledge bases to standardize system use and ensure long-term scalability.
• Lead information sharing and alignment sessions across stakeholder groups to prioritize feature requests, system improvements, and ongoing training needs.
• Support system access control, provisioning, and compliance through close partnership with the Access Command Center and relevant security stakeholders.
• Monitor and maintain data integrity across integrated systems (e.g., Salesforce, Amazon Connect, Snowflake) and partner with Data Engineering and Integration teams to ensure seamless data flows and system reliability.
• Manage configuration releases, pilot testing, and user enablement for new WFM features, ensuring readiness and adoption across all user groups.

We’re excited about you because…

• You have a strong passion for workforce management technology and enjoy optimizing tools for large-scale operational impact.
• You have experience with WFM tools such as Assembled, Verint, Alvaria, or similar enterprise scheduling and capacity platforms.
• You are known for building strong cross-functional relationships and translating complex needs into actionable system solutions.
• You can confidently represent system logic, configurations, and processes to both technical and non-technical audiences.
• You demonstrate attention to detail and ensure data accuracy across all planning and scheduling processes.
• You proactively seek feedback, communicate progress transparently, and maintain alignment across all WFM stakeholders.

We expect this position to be filled by 1/5/2026.

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

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