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

Job description

Wolt and Roo operate under the DoorDash umbrella, and Customer Support sits at the intersection of brand experience, unit economics and long-term growth. This role owns the strategy on: Where should we operate support, at what scale, and at what cost, across a rolling multi-year horizon? How do we architect frontline service design to be AI-ready as frontline tooling evolves, deliver best-in-class customer experience, and remain cost-efficient? How do we manage our workforce with precision, eliminating waste, consolidating overlapping structures, and continuously improving headcount efficiency through automation and org redesign? This is a permanent leadership role. The person in this seat will own network strategy, service design and workforce management as a continuous discipline, embedding deeply into Wolt, Roo and DoorDash technology stacks, building and refreshing the financial and operational case for change, and evolving the execution roadmap as the business, technology and market shift. Scope of Responsibility A. Support Service Design Own the demand and supply planning, and scheduling for the network, partnering deeply with upstream business owners and defect elimination to enable forecasting accuracy. Own ongoing assessment of how service is structured and delivered at the frontline across both brands. Maintain the role architecture map: what roles exist, what they do, where they overlap. Evaluate how tools (CRM, WFM, knowledge base, AI tools, ticketing) enable or constrain frontline roles, and keep this view current as tooling changes. Own and evolve the target-state frontline model aligned to AI-augmented ways of working. Continuously run gap analysis: current state vs. target state, with prioritised interventions. B. Support Site Strategy Own the support site footprint across both brands as an ongoing portfolio. Maintain and refresh strategic site scenarios across cost, quality, risk and scalability as conditions change. Own the financial model underpinning site strategy: OpEx, CapEx, transition cost, and planning cycles. Continuously assess BPO vs. in-house mix, nearshore vs. offshore trade-offs, and consolidation opportunities. Bring forward exec-ready recommendations as circumstances warrant, with clear pros, cons and decision criteria. Keep the site strategy framed against contact volume reduction through automation. C. Workforce Management…