About the Team The Merchant Experience Operations team is dedicated to delivering exceptional service and scalable solutions for our merchant partners. Within this organization, the Finance & Workforce Management (WFM) function plays a critical role in ensuring our headcount plans, budgets, and vendor investments align with operational needs and business priorities. We serve as the connective tissue between operations, finance, and workforce strategy, helping drive sustainable growth and cost discipline. About the Role As the Senior Manager of Finance & WFM, you will lead the strategic and tactical planning of workforce and financial operations for Merchant Experience. Your North Star is managing daily SLA performance across our global network - ensuring we meet service commitments while operating within budget. You’ll leverage forecasting, staffing accountability, and vendor management to ensure that we’re delivering high quality outcomes at scale. You will own headcount planning, budget oversight, and vendor cost analysis across internal teams and offshore operations. You will partner closely with leadership, Finance, Recruiting, Vendor Ops, and Workforce Management teams to align capacity with demand, forecast future needs, and track against key performance indicators. This role is ideal for a highly analytical operator with strong business acumen and a passion for building structured, data-driven planning processes. This role reports to the Senior Director of Merchant Experience Ops and is based in Tempe, Arizona. You’re excited about this opportunity because you will... + Serve as the owner of daily SLA performance across our internal and vendor network, using cost as a constraint. + Manage forecasting inputs (volume, AHT) in partnership with Strategy & Operations and WFM to support SLA attainment. + Drive accountability for staffing levels by partnering with HR, Recruiting, and Operations leaders. + Influence shrinkage, attrition, and productivity through data insights and cross-functional coordination. + Lead headcount and capacity planning across global Merchant Experience teams, ensuring alignment to volume, SLAs, and budget. + Serve as the business owner for operating budgets, working with Finance to track spend, manage accruals, and drive accountability. + Partner with Vendor Ops to analyze vendor financial performance and inform investment decisions. + Develop and own robust forecasting and reporting tools to support proactive decision-making. + Drive strategic workforce planning initiatives, including location strategy, span of control, and shift optimization. + Act as a key liaison to Recruiting, Training, and Finance to ensure staffing and budgeting decisions are synchronized. + Present recommendations to senior leadership and lead cross-functional initiatives that improve planning efficiency and financial stewardship. We’re excited about you because... + You have 8+ years of experience in financial planning & analysis, business operations, workforce management, or a related field. + You have experience managing SLAs, headcount, or capacity planning processes in a complex, high growth environment. + You bring strong analytical skills and comfort working with large datasets, models, and reporting tools. + You have a deep understanding of how Finance, Recruiting, and Ops intersect to shape team performance and business outcomes. + You communicate clearly, influence across levels, and drive decisions with confidence. + You thrive in ambiguity and bring structure to complex, cross-functional problems. + You have experience leading or managing teams, either directly or through large-scale projects. 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Results of the audit may be viewed here: Covey (https://getcovey.com/nyc-local-law-144) 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 with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering 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.