Senior Associate, Workforce Application Administrator

Sobre el puesto

About the Workforce Management Team

DoorDash’s Workforce Management (WFM) organization is a 100+ person team responsible for supporting 20,000+ representatives across 7 audiences and 130+ lines of business globally. Our team partners closely with Operations, Vendor Partners, Product, Engineering, HR, and Analytics to ensure exceptional customer experience while maintaining operational efficiency and service level excellence.

The Workforce Application Administration team serves as the systems architecture and governance layer of Workforce Management. We own Assembled configuration, WFM Jira governance, cross-system integrity, and automation strategy that enables Real Time Analysts, Schedulers, and Planners to execute successfully.

About the Role

The Senior Workforce Application Administrator is the strategic systems owner of the Workforce Management technology ecosystem. This role operates as the highest technical authority within WFM for platform architecture, governance standards, automation roadmap, and cross-system integrity.

You will independently design, configure, audit, optimize, and govern Assembled and WFM Jira, while partnering with Vendor Engineering teams such as Assembled, Workday, Sigma, Amazon Connect, Salesforce, and CMP. You will lead platform strategy, define structural standards, and ensure long-term scalability.

You’re excited about this opportunity because you will…

• Own the architecture and governance of Assembled and WFM Jira company-wide.

• Design and build queue architecture, skills, channels, sites, restricted sites, event types, agent states, roles, and permissions.

• Help define naming conventions and structural standards for current and future lines of business.

• Lead integration logic between Assembled, Workday, Sigma, Amazon Connect, Salesforce, CMP, and additional platforms.

• Drive automation roadmap strategy including People Audit automation, Time Off integration, queue audits, and profile automation.

• Serve as an escalation point for cross-system data integrity issues and independently partner with vendor engineering teams.

• Define governance frameworks for permissions, queue builds, architectural changes, and structural modifications inside of Addembled and WFM Jira.

• Influence platform roadmap through ongoing vendor engagement and feature feedback.

• Lead and execute strategic projects from ideation through implementation, testing, rollout, and long-term monitoring.

• Provide informal leadership and mentorship to Associate Workforce Application Administrators and cross-functional partners.

• Operate with high autonomy while maintaining transparency and alignment with WFM Leadership.

We’re excited about you because…

• 4+ years of Workforce Management experience across Real Time, Scheduling, Planning, and Systems.

• Direct hands-on experience configuring Assembled, NICE IEX, Verint, Calabrio, Genesys, or other WFM Tools.

• Experience leading platform integrations between WFM and HRIS, BI, Telephony, or Case Management tools.

• Strong understanding of queue architecture, routing logic, staffing parameters, shrinkage modeling, and reporting integrity.

• Demonstrated ability to lead vendor escalations and drive technical resolution independently.

• Experience defining governance standards and system architecture at scale.

• Advanced analytical mindset with ability to operate at the lowest level of detail.

• Strong communication skills with ability to influence senior leadership and cross-functional stakeholders.

What Success Looks Like

• Workforce systems operate as a single, reliable ecosystem across Assembled, Workday, Sigma, Amazon Connect, Salesforce, and CMP with minimal manual intervention.

• New lines of business are architected correctly the first time, with scalable queue design, skill mapping, routing alignment, and reporting integrity.

• Cross-system discrepancies are proactively identified, resolved, and prevented through automation and governance improvements.

• WFM Jira governance remains structured, efficient, and scalable, supporting a 100+ person WFM team and 20,000+ users.

• Automation projects are initiated, designed, implemented, and monitored with measurable efficiency gains across WFM and Operations.

• Workforce Application governance standards are clearly defined and consistently followed across regions and lines of business.

• Vendor partnerships are productive and strategic, with platform improvements influenced by business needs.

• Workforce leaders trust the Admin team as subject matter experts for structural decisions, system architecture, and cross-platform impact.

• Change management is handled thoughtfully, ensuring transparency while maintaining system integrity.

• Platform decisions reduce long-term technical debt and establish multi-year architectural standards.

How This Role Embodies DoorDash Values

Be an Owner: Senior Workforce Application Administrators take full accountability for the integrity, scalability, and governance of Workforce systems. No issue is too small or too complex to own through resolution.

Operate at the Lowest Level of Detail: They understand system architecture at the configuration level, from queue mapping and agent states to API keys and integration logic, ensuring every structural decision is intentional and accurate.

Bias for Action: When gaps or inefficiencies are identified, they act quickly to design solutions, implement automations, and improve workflows without waiting for direction.

Truth Seek:They dig into cross-system discrepancies, challenge assumptions, and use data to uncover root causes, even when findings are complex or inconvenient.

Dream Big, Start Small: They architect long-term automation and governance strategies while executing incremental improvements that deliver measurable operational impact.

And, Not Either/Or: They balance system integrity with operational flexibility, enabling business needs without compromising platform…