Director, Customer Support Network Strategy, Service Design & Workforce Management

About the role

Director, Customer Support Network Strategy, Service Design & Workforce Management at Deliveroo (operating under the DoorDash umbrella with Wolt and Roo) owns multi-year strategy for where and how customer support is delivered, how frontline service is designed to be AI-ready, and how the workforce is managed for efficiency. Day-to-day work spans demand and supply planning, site footprint and financial scenario modeling, WFM transformation, and continuous translation of DoorDash technology capabilities into Wolt/Roo business levers, with exec-ready recommendations and a rolling execution roadmap. This is a permanent leadership role based in Hyderabad, Telangāna, India.

What you’ll do

• Own ongoing assessment of how service is structured and delivered at the frontline across both brands and evolve the target-state frontline model aligned to AI-augmented ways of working.
• Run continuous gap analysis (current state vs. target state) with prioritised interventions and keep the tooling view current as tooling changes.
• Maintain and refresh strategic site scenarios and bring forward exec-ready recommendations with clear pros, cons, and decision criteria as circumstances warrant.
• Own tooling requirements and vendor strategy (shortlists, entries, exits) as an ongoing responsibility.
• Maintain deep, current working knowledge of DoorDash's support technology stack and translate technology capabilities into concrete business levers for the Wolt and Roo context.
• Own the dependency map between integration milestones and the Support transformation roadmap and flag risks early where integration timelines could affect strategy execution.
• Own and run weekly, monthly, quarterly, and annual mechanisms for demand and supply planning and scheduling/real-time management, optimising for customer experience and efficiency.
• Maintain a living view of service design, site footprint, financial planning cycles, and WFM maturity with an opinionated, forward-looking perspective on where the network needs to go.

What you’ll bring

• Own network strategy, service design, and workforce management as a continuous discipline across Wolt, Roo, and DoorDash technology stacks.
• Own demand and supply planning, scheduling, and forecasting accuracy in partnership with upstream business owners and defect elimination.
• Maintain the role architecture map and evaluate how CRM, WFM, knowledge base, AI tools, and ticketing enable or constrain frontline roles.
• Own the support site footprint as an ongoing portfolio, including cost, quality, risk, and scalability scenarios and the underlying OpEx, CapEx, and transition-cost financial model.
• Continuously assess BPO vs. in-house mix and nearshore vs. offshore trade-offs, framed against contact volume reduction through automation.
• Own WFM maturity across both brands: demand forecasting, capacity planning, scheduling, and real-time management, including tooling gap closure and a consolidated target operating model.
• Drive the continuous efficiency case through org consolidation, contact automation, AI-assisted agent workflows, and AI/ML-based scheduling and real-time optimisation.
• Own the rolling execution plan, forward-looking roadmap, and ongoing stakeholder alignment across Support Operations, Product, Finance, and People functions.

Skills

Benefits

• Healthcare
• Well-being support
• Parental leave
• Pensions
• Generous annual leave allowances, including time off to support a charitable cause of your choice