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Added 1 min ago
Relationship Manager, Business Banking
CIBC
Saskatoon, SK
Full-time
As a member of Business Banking team, you’ll be reporting to the Director or Senior Manager & Team Lead, Business Banking, providing new and existing clients with an exceptional client…
Added 1 min ago
Sr. Infrastructure Engineer - Patching
CIBC
Toronto, ON
Full-time
…Hat Satellite, Windows patching solutions, Oracle Enterprise Manager, and middleware administration. You’re comfortable with dynamic targeting, secrets handling, inventory design,…
Added 1 min ago
Consultant, Brand Management
CIBC
Toronto, ON
Full-time
You will focus on the strategic development and delivery of Brand-related initiatives, including support for enterprise wide brand and purpose-building programs. As a Manager, Brand…
Added 1 min ago
Sr. Branch Administrator CIBC Wood Gundy
CIBC
Oakville, ON
Full-time
…needs. Our compensation philosophy supports ongoing growth and development, enabling progression within the salary range as team members advance in their…
Added 1 min ago
Nurse Practitioner
HealthCareersInSask.ca
Yorkton, SK
Full-time
…Practitioner [RN (NP)] reports directly to the Primary Health Care Manager. This position will also have reporting responsibilities to other managers in the Primary Health Care portfolio…
Added 1 min ago
CHANEL Counter Manager
CHANEL
Toronto, ON · SDMBB TORONTO YONGE ST FB
Full-time
As a Counter Manager, you will embody the values of the Brand by creating a unique and personal one-to-one client experience in-store.
Added 1 min ago
Manager, Auto Service Operations
Canadian Tire Corporation
Mississauga, ON
Full-time
Reporting to the AVP, Auto Service and Operations, the role of the Manager, Auto Service Operations is to improve in-store processes, strengthen operational execution, and support growth…
Added 1 min ago
Key Holder - PT Temp - The Cosmetics Company Store - Tanger Outlets - Cookstown, ON
ELC Beauty LLC
Cookstown, ON
We are looking for a dynamic and inspirational Key Holder to support the Store Manager and Assistant Manager to ensure the smooth efficient running of the Store. You will use your…
Added 1 min ago
Manager, Credit Documentation, Canadian Commercial Banking, Toronto
Scotiabank
Toronto, ON
The Manager, Credit Documentation plays a key role in the centralized Credit Documentation Team, responsible for preparing, reviewing, and validating complex credit documentation for…
Added 1 min ago
Senior Manager, Strategic Sourcing
Scotiabank
Toronto, ON
…Bank accelerates its digital and AI transformation. As Senior Manager, Strategic Sourcing – covering business line software (e.g., Capital Markets & Wealth Systems) within Technology…
Added 1 min ago
Mental Health Nurse
Brock University
St. Catharines, ON · Main Campus (Employees)
Full-time
Reporting to the Manager, Health and Clinical Operations the Mental Health Nurse provides care and support to students with mental health concerns. This includes triaging and supporting…
Added 1 min ago
Manager, Assurance
BDO
Guelph, ON · Kitchener, ON · Strathroy, ON
Full-time
Our Waterloo office (and surrounding offices) is looking for a Manager to join the Assurance team and own the following responsibilities:
Added 1 min ago
IT Service Management Supervisor
Pembina Pipeline Corporation
Calgary, AB
…Delivery Supervisor to join the team. This position reports to the Manager, PMO & Governance in the Information Services team, part of Pembina’s Legal, People, and Corporate Affairs…
Added 1 min ago
Guest Attendant - Care (IL), 4:30pm-8:30pm
Chartwell
Cambridge, ON
Part-time
Opportunities for leadership development and career growth
Added 1 min ago
Account Manager, Cranial, Spine and Enabling Technologies - Victoria BC
Medtronic
Victoria, BC · BC · CAN-BC
Full-time
…high level of accessibility and flexibility, as the Account Manager must be prepared to assist with scheduled procedures as well as unexpected trauma cases that arise within the…
Added 1 min ago
Distribution Centers Operations Coordinator - Royal Canin
Mars
Guelph, ON · RGU-Royal Canin, Guelph, Canada
Full-time
Performance & Metric Management: Collaborate with the Logistics Manager to develop, implement, and monitor operational metrics and regular performance reporting schedules.
Added 1 min ago
Enterprise Sales Manager / Gestionnaire de vente entreprise
Hewlett Packard Enterprise
Mississauga, ON · Montreal, QC · Ottawa, ON
Full-time
As a Enterprise Sales Manager you will manage a sales team across Canada. You will report into the VP Enterprise sales and will apply your expert subject matter knowledge to manage your…
Added 1 min ago
Workforce Manager
PCL Construction
Montreal, QC
Career growth pathways, leadership development and mentorship programs
Added 1 min ago
Sales Manager
Kaizen Automotive Group
Strathmore, AB
Full-time
The Sales Manager is responsible for leading the dealership’s vehicle sales team and ensuring the achievement of sales volume, profitability, and customer satisfaction goals. This role…
Added 1 min ago
Senior Account Manager - Bilingual (English and French)
Innomotics
Oakville, ON
We are looking for a Senior Account Manager Eastern Canada to join our team at Innomotics.
Added 1 min ago
Front of House Manager- Evenings
Boston Pizza
Edmonton, AB
Full-time
A Front of House Manager at Canada's leading casual dining restaurant, Boston Pizza, assists the General Manager with the Restaurant’s daily operations. This includes supporting the…
Added 16 mins ago
Psychiatrist, Access and Assessment Centre
Vancouver Coastal Health
Vancouver, BC
Part-time
Grow your career with employer-paid training and leadership development opportunities
Added 16 mins ago
Apprentice General Manager
Chipotle
Calgary, AB
Full-time
Passion for growth with a desire to learn the General Manager position
Added 16 mins ago
Apprentice General Manager
Chipotle
Canada
Full-time
Passion for growth with a desire to learn the General Manager position
Added 16 mins ago
Apprentice General Manager
Chipotle
Burlington, ON
Full-time
Passion for growth with a desire to learn the General Manager position

Dayforce

Sr Manager Customer Support

Canada

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

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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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