WFM Planning Manager

Deliveroo is currently seeking a WFM Planning Manager to join the team on-site in Hyderabad. Operating globally alongside DoorDash and Wolt, the organization focuses on connecting…

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Remote from

Hyderabad

Salary

Undisclosed

Department

General

Employment

Full-time

Experience

Not specified

Published2h ago

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About This Role

Deliveroo is currently seeking a WFM Planning Manager to join the team on-site in Hyderabad. Operating globally alongside DoorDash and Wolt, the organization focuses on connecting customers, merchants, and delivery partners with reliable, rapid support. In this position, the professional will oversee workforce planning for merchant and rider support operations. Responsibilities are divided into two primary tracks based on strengths and business requirements: an Audience-facing track that bridges lines of…

Job Description

Deliveroo is currently seeking a WFM Planning Manager to join the team on-site in Hyderabad. Operating globally alongside DoorDash and Wolt, the organization focuses on connecting customers, merchants, and delivery partners with reliable, rapid support.

In this position, the professional will oversee workforce planning for merchant and rider support operations. Responsibilities are divided into two primary tracks based on strengths and business requirements: an Audience-facing track that bridges lines of business with the workforce management function, and a Technical track centered on the precision of forecasting models and systems. The ideal candidate brings strong analytical capabilities, a background in operations or capacity planning, and the ability to navigate dynamic environments.

Key duties involve owning capacity plans, managing scheduling coverage across both internal and outsourced vendor sites, tracking key performance indicators such as service levels and occupancy, and initiating root-cause analyses when performance targets fluctuate. The role demands proactive risk mitigation, cross-functional collaboration, and effective communication with leadership regarding operational performance and staffing adjustments.

Responsibilities

Manage capacity plans and scheduling coverage across internal and outsourced vendor sites
Monitor key performance indicators like service level, occupancy, quality, and staffing levels
Conduct root-cause analyses and develop recovery plans when performance slips
Identify staffing risks and establish proactive mitigation strategies
Set goals for the assigned area and report progress updates to leadership
Collaborate cross-functional to match staffing supply with evolving business needs
Translate business objectives into capacity plans and reporting metrics as an audience-facing liaison
Supervise outsourced partner relationships to ensure compliance with service level targets and staffing commitments
Maintain the technical accuracy of capacity models, forecasting methodologies, and baseline assumptions
Optimize planning software and tools, driving improvements to underlying templates and models

Requirements

Possess five to seven years of experience in workforce management, operations, or capacity planning
Demonstrate leadership or direct management experience of a team
Show fluency in core workforce management concepts including forecasting, scheduling, capacity planning, shrinkage, and occupancy
Apply analytical rigor utilizing data tools such as Excel, SQL, and Tableau
Track record of driving measurable performance improvements across cross-functional groups
Communicate clearly and effectively to influence stakeholders across various organizational levels
Manage vendor and outsourced relationships, ensuring accountability for staffing agreements and service targets
Operate hands-on software such as Genesys, NICE, Verint, or Aspect