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Added 3 mins ago
Senior Project Manager (BC, AL, ON based)
BD
BC · British Columbia, Canada
Full-time
The Senior Project Manager is responsible for developing and executing comprehensive project plans across the implementation lifecycle, including pre-installation site planning, customer…
Added 3 mins ago
Sr. Alliances & Enablement Specialist, Frontier Technical Skilling
Softchoice
NB · New Brunswick, Canada
Full-time
Publish weekly leaderboards and manager updates that communicate participation, progress, risks, and gaps.
Added 3 mins ago
Senior Project Manager (BC, AL, ON based)
BD
Mississauga, ON
Full-time
The Senior Project Manager is responsible for developing and executing comprehensive project plans across the implementation lifecycle, including pre-installation site planning, customer…
Added 3 mins ago
Manager, Information Technology & Business Systems
RECRUITMENT PARTNERS INC.
AB · Edmonton, AB
Full-time
Our client is seeking an engaged and passionate Manager, Information Technology & Business Systems.
Added 3 mins ago
Senior Project Manager (BC, AL, ON based)
BD
AB · Alberta, Canada
Full-time
The Senior Project Manager is responsible for developing and executing comprehensive project plans across the implementation lifecycle, including pre-installation site planning, customer…
Added 3 mins ago
(CAN) Préposé aux caisses libre-service
Walmart Canada
Levis, QC
Contract
…and escalate cash or technical issues to the Customer Service…
Added 3 mins ago
Bilingual RFP and Contracting Specialist
BD
Mississauga, ON
Full-time
Reporting to the Senior Marketing Manager, the Bilingual RFP and Contracting Specialist is responsible for driving operational excellence throughout the full RFP lifecycle and contracting…
Added 3 mins ago
Préposé aux caisses libre-service
Walmart Canada
Saint-Georges, QC · St-Georges, QC
Full-time
…and escalate cash or technical issues to the Customer Service…
Added 3 mins ago
Senior Manager, Sourcing - IF-2
Walmart Canada
Mississauga, ON
Full-time
Added 3 mins ago
Intermediate Electrical Designer
Trojan Technologies
London, ON
$70,000 to $80,000 CAD / year
Full-time
Reporting to the Manager, Project Engineering Electrical, the Intermediate Electrical Designer is responsible for developing electrical design solutions for custom UV disinfection equipment…
Added 3 mins ago
Information Management Officer
Office of the Commissioner of Indigenous Languages
Ottawa, ON
Full-time
Certified Records Manager (CRM), Information Management Professional (IMP/IIM), Certified Information Profes
Added 3 mins ago
Incident Manager
Tata Consultancy Services
Toronto, ON
$90,000 to $110,000 CAD / year
Full-time
Added 3 mins ago
Business System Analyst II
CI Financial
Toronto, ON
Full-time
Provide support to the Project Manager in developing and maintaining project timelines
Added 3 mins ago
Manager, Transportation, Parks, and Fleet
Town of New Tecumseth
New Tecumseth, ON
$114,766.49 to $143,467.68 CAD / year
Full-time
The Town of New Tecumseth is looking for a leader in the role of Manager, Transportation, Parks, and Fleet to join our rapidly growing team.
Added 3 mins ago
(CAN) Préposé aux caisses libre-service
Walmart Canada
Montreal, QC
Contract
…and escalate cash or technical issues to the Customer Service…
Added 3 mins ago
Business Development Manager
CDW
Toronto, ON
Full-time
The Partner Business Development Manager (BDM) drives revenue growth by generating pipeline, accelerating solution sales, and executing strategic partner initiatives inside CDW. Acting as a…
Added 3 mins ago
Senior Manager, External Communications & Corporate Affairs
The Crump Group, Inc.
Mississauga, ON
Full-time
Title: Senior Manager, External Communications & Corporate Affairs
Added 3 mins ago
Senior Publicist- Lifestyle
Corus Entertainment
Toronto, ON
Full-time
Reporting to the Publicity Manager, with the support of a Publicist and a Publicity Coordinator, the Senior Publicist is responsible for developing and executing integrated publicity…
Added 3 mins ago
Manager, Talent Acquisition
Paladin Security Group Ltd
Burnaby, BC
$80,000 to $100,000 CAD / year
Temporary
…and industries throughout the Metro Vancouver area. As the Manager for the team, you will be responsible for overseeing a team of recruiters, managing the talent acquisition budget and…
Added 4 mins ago
Assessor Coordinator Degree
HealthCareersInSask.ca
Prince Albert, SK
Full-time
Job Description: This position reports to the Manager or his/her designate and is responsible for the assessment and coordination of Home Care Client services and case management. The…
Added 4 mins ago
Nurse A - Registered Nurse General Duty Nurse
HealthCareersInSask.ca
Swift Current, SK
Part-time
…quality nursing care to clients. He/She is responsible to the Manager of the designated…
Added 4 mins ago
Nurse A - Registered Nurse General Duty Nurse
HealthCareersInSask.ca
Swift Current, SK
Full-time
…quality nursing care to clients. He/She is responsible to the Manager of the designated…
Added 4 mins ago
Nurse A - Registered Nurse General Duty Nurse
HealthCareersInSask.ca
Moose Jaw, SK
Part-time
Job Description: Under the direction of the Manager ER/ICU/Respiratory, the RN will be responsible for the assessment, planning implementation and evaluation of patient care in the…
Added 4 mins ago
Service Now Technical Solutions Lead - CSDM, IT Asset & Service Configuration
The Canada Life Assurance Company
Winnipeg, MB · London, ON · Toronto, ON
Partnering closely with the Service Configuration Manager and IT Asset Management Manager, you will lead technical improvements and innovations across service configuration and asset…
Added 4 mins ago
Senior Manager, Global Learning & Development
Celestica International LP
Toronto, ON
Reporting to the VP, Global Talent, the Senior Manager, Global Learning & Development is a core member of the HR Centre of Excellence (COE) at Celestica. This role focuses specifically on…

Dayforce

Sr Manager Customer Support

Canada

Apply by: Nov 27, 2026
Posting language: English
Posted: Sep 22, 2026

Apply About employer

Applications open in a new tab.

Original job description

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better™ - Reflects our commitment to employees, customers, partners and communities globally.

About the Opportunity:

The Senior Manager, Centralized Planning for Central Distribution is a highly visible leadership role responsible for workforce execution across teams and skill sets, ensuring the right work reaches the right resources at the right time, identifies and mitigates operational risks, and drives resolution across multiple functions and workstreams. This role leads incident and business-impacting event management, coordinating cross-functional response, establishing priorities, driving timely resolution, and ensuring clear, consistent communication to customers and internal stakeholders.

The Senior Manager is also accountable for process evolution and operational transformation, identifying opportunities to improve how work is managed and introducing scalable operating mechanisms that improve efficiency, employee experience, and customer outcomes. Success requires the ability to connect strategy to execution, navigate competing priorities, influence across organizational boundaries, and create clarity and momentum in complex, rapidly changing environments.

What You’ll Get to Do

1. Work Distribution, Proficiency & Operational Optimization

Own ensuring customer work is routed to the right resource based on proficiency, capacity, and business priority. Optimize workload distribution across teams, skills, cases, tickets, and queues. Use proficiency and capability data to improve routing, resource allocation, automation, and workload balancing. Identify and drive opportunities to reduce transfers, rework, underutilization, and burnout while improving speed, quality, and customer outcomes.

2. Capacity, Scheduling & Real-Time Performance

Provide strategic oversight of forecasting, capacity planning, scheduling, and workforce management. Ensure staffing aligns to demand, skill coverage, service commitments, and business priorities adjust resources as conditions change. Partner with operational leaders on adherence, productivity, capacity utilization, and service-level performance. Identify and mitigate workforce and operational risks before they impact customers or employees.

3. Customer Experience & Operational Excellence

Drive strategies that improve NPS, customer outcomes, service effectiveness, and operational performance. Partner with Success and customer-facing teams to understand customer needs, trends, and opportunities. Lead cross-functional initiatives that improve consistency, quality, speed, scalability, and case management. Establish KPIs connecting workforce decisions to customer, service, productivity, and financial outcomes. Surface emerging risks and opportunities and drive timely accountability.

4. Process Evolution, Transformation & Risk Management

Lead continuous improvement and process evolution that increases efficiency and improves customer and employee experiences. Apply process engineering, operational excellence, data, automation, and technology to solve complex problems and scale operations. Lead change initiatives, transition plans, and adoption across impacted teams. Establish risk mitigation strategies across workforce, service, customer, and operational areas.

5. Leadership & Organizational Development

Establish clear accountability, priorities, performance expectations, and decision-making mechanisms. Build a high-performing culture grounded in engagement, empowerment, collaboration, and continuous improvement. Develop future-state capabilities and talent in partnership with Learning & Development and Talent Acquisition.

6. Key Partnerships

This role will work closely with:

Resource Planning - scheduling, staffing models, hiring plans, capacity management, and workforce executio
Customer Operations Leadership - strategic priorities, service targets, performance, organizational capability, and accountability
Success and other business partners - customer needs, escalations, service effectiveness, and opportunities to improve the customer experience
Global Business Operations - forecasting methodology, reporting standards, analytics, and business insights

What You Bring

7+ years of experience in Customer Operations, workforce/resource planning, operational strategy, or analytics.
5+ years of people leadership, including leading leaders or complex cross-functional teams.
3+ years of experience in contact center customer support/service operations, including resource management, case management, support queues, SLAs, and customer experience metrics.
Deep understanding of forecasting, capacity planning, scheduling, staffing, workload management, and multi-skill environments.
Ability to translate complex business problems and data into clear strategies and executable solutions.
Proven experience leading process improvement, organizational change, and operational transformation.
Exceptional communication and executive presentation skills with the ability to influence senior stakeholders across functions and geographies.
Demonstrated ability to develop and retain talent and operate effectively amid ambiguity, competing priorities, and tight deadlines.
Bachelor’s degree in Business, Information Technology, Operations, or related field preferred.

What Would Make You Really Stand Out

You naturally connect customer demand, workforce capacity, employee capability, and business outcomes.
You have built or transformed a centralized planning, workforce management, or operational strategy function.
You understand how proficiency, skill, and capacity should drive workload distribution and resource allocation.
You thrive in fast-paced environments, remain solutions-oriented, and influence effectively without relying on direct authority.
You anticipate risks, identify future business needs, and build scalable operating models.
You are passionate about creating exceptional experiences for both customers and employees.

What’s in it for you

Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.

We encourage individuals to apply based on their passions.

Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

This job posting is for an existing vacancy

Artificial intelligence may be used in the screening, assessment, or selection of applicants for this position.

About the Salary Ranges

Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, budget and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.

Proficiency in English is required for this position as this role will regularly interact with English-speaking stakeholders, co-workers, managers and/or clients across the world. Further, our back office support teams, including but not limited to Human Resources, are primarily English speaking. Employees need to be able to communicate with these departments in English to appropriately administer their business relationship. Due to the significant high volume of interactions with these English-speaking co-workers, managers, stakeholders and/or clients, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement.

Fraudulent Recruiting

Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud

Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process

Pour consulter cette offre d'emploi en français, veuillez utiliser le lien: https://jobs.dayforcehcm.com/fr-CA/mydayforce/alljobs

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More about this job

Responsibilities

The Senior Manager is responsible for centralized workforce planning, ensuring optimal resource distribution and operational efficiency across global teams. They lead incident management, drive process evolution, and establish scalable operating mechanisms to improve customer outcomes and service performance.

Requirements

Candidates must have at least 7 years of experience in customer operations or workforce planning, with 5 years in a leadership capacity. A bachelor's degree in a relevant field is preferred, along with deep expertise in capacity planning, scheduling, and cross-functional stakeholder management.

Skills

Workforce management
Capacity planning
Operational strategy
Customer operations
Process engineering
Data analysis
Change management
Leadership
Resource allocation
Service level management
Risk management
Performance management
Cross-functional collaboration
Strategic planning
Communication
Automation

Benefits

Time away from work programs
Wellness initiatives
Competitive pay
Charity programs

Visa sponsorship

Not detected in the job text

Keywords

Human Capital Management
HCM
Workforce Management
Capacity Planning
Operational Excellence
Customer Support
Service Level Agreements
SLA
Process Engineering
Change Management
Data Analytics
Automation
Resource Allocation
KPI
NPS
Strategic Planning
Incident Management
Business Operations
Cross-functional Leadership
Workload Balancing

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