About the role
This role owns the strategy for customer support network: where to operate support, at what scale and cost, how to design frontline service to be AI-ready, and how to manage workforce with precision.
Responsibilities
- Own demand and supply planning, scheduling for the network
- Assess how service is structured and delivered at the frontline
- Maintain role architecture map
- Evaluate how tools (CRM, WFM, knowledge base, AI tools, ticketing) enable frontline roles
- Own and evolve target-state frontline model aligned to AI-augmented ways of working
- Own support site footprint as an ongoing portfolio
- Own financial model underpinning site strategy
- Assess BPO vs. in-house mix, nearshore vs. offshore trade-offs
- Own WFM maturity: demand forecasting, capacity planning, scheduling, real-time management
- Identify and close tooling gaps across Wolt and Roo WFM stacks
- Own consolidated WFM target operating model
- Own continuous efficiency case through org consolidation, contact automation, AI-assisted agent workflows, scheduling optimization
- Own tooling requirements and vendor strategy
- Maintain deep knowledge of DoorDash's support technology stack
- Own execution plan and forward-looking roadmap
- Own stakeholder alignment across Support Operations, Product, Finance, People
Requirements
- Proven leadership experience in customer support strategy, service design, and workforce management
- Deep understanding of AI-augmented frontline operations
- Strong financial modeling and analytical skills
- Experience with WFM tools and CRM systems
- Ability to influence senior stakeholders
- Excellent communication and presentation skills
Conditions
- Permanent leadership role
- Based in Hyderabad Main Office