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Added 9 mins ago
Relationship Manager Vendor Operations
Royal Bank of Canada
Toronto, ON
Full-time
…Trade Supplier Relationship Management team, the Relationship Manager Vendor Operations will have the opportunity to collaborate with product teams across the enterprise, deliver…
Added 9 mins ago
Manager, Business Enterprise Systems
Wealthsimple Technologies
Remote, Canada
Full-time · Remote
As Manager, Business Enterprise Systems, you will lead the team that builds and operates Wealthsimple's business-critical systems of record and the integrations between them. You will…
Added 9 mins ago
Learning Program Manager - 1 year term
Assent
Ottawa, ON
$80,000 to $90,000 CAD / year
Full-time
The Learning Program Manager designs, governs, and measures scalable learning programs that directly support organizational goals. This role ensures initiatives are strategically aligned,…
Added 22 mins ago
Electrical Field Foreman
Rising Edge Group
Saskatoon, SK
Full-time
Directly reporting to the Construction Manager/Site Supervisor, the role of Field Foreman is to manage and oversee specific on-site construction activities as assigned by Construction…
Added 22 mins ago
Google Cloud Data & Software Solutions Manager (35087)
Myticas Consulting
Toronto, ON
Full-time
Build trusted client relationships by providing strategic technical guidance and executive-level consultation on cloud transformation initiatives
Added 22 mins ago
Director, Business Services
Durham Region (The Regional Municipality of Durham)
ON · Durham, ON
$160,804 to $201,030 CAD / year
Full-time
The Region is seeking a strategic, collaborative, and forward-thinking leader for the role of Director, Business Services within the Social Services Department. Reporting to the…
Added 22 mins ago
Sr Data Analyst: Investment Management
isgSearch
Toronto, ON · Greater Toronto Area, Canada
Contract
Acts as the primary contact/relationship manager for a portfolio of business partners in the development and implementation of strategic directions, new business opportunities, product…
Added 22 mins ago
2026-0069 Senior Advisor, Communications (18 month Temp)
Electrical Safety Authority
Mississauga, ON
$129,611.64 CAD / year
Temporary
Reporting to the Manager, Internal & External Communications, the Senior Advisor, Communications is responsible for developing, leading and executing major projects in support of the…
Added 22 mins ago
Process Engineer with Payment Domain Experience
Themesoft Inc.
Toronto, ON
Contract
Talent Acquisition Group - Strategic Recruitment Manager
Added 22 mins ago
Senior Account Executive (Technology Consulting and Staffing)
Highspring
Montreal, QC
Full-time
As a Business Development Manager/Senior Account Executive at Highspring, you will collaborate with recruiters, consultants, and delivery leaders to assemble and deliver end-to-end…
Added 22 mins ago
Analyst, Insurance (12 month contract)
Brookfield Renewable N.A.
Gatineau, QC
Full-time
Reporting to the Manager, Enterprise Risk & Insurance, the Analyst, Insurance will be a member of the Operational Risk team, whose mission is to safeguard the organization by identifying,…
Added 22 mins ago
Account Manager
Spicers Canada
Dartmouth, NS
Full-time
We are currently looking for a full-time Account Manager located in Dartmouth, NS, reporting to the Branch Manager, Atlantic Sign Graphics.
Added 22 mins ago
Senior IT Project Manager
Raise
Calgary, AB
Full-time
The Senior IT Project Manager will lead the planning, coordination, and delivery of cybersecurity projects and initiatives, working closely with technical teams, business stakeholders,…
Added 23 mins ago
Promotions Assistant
Seneca Student Federation Inc.
Toronto, ON
Part-time
Under the direction of the Manager, Campus Operations, the Promotions Assistant is responsible for
Added 23 mins ago
Student Experience & Recognition Coordinator (App. D/Temp. Assignment: October 2026 - Sept. 2027)
Mohawk College
Hamilton, ON
This position coordinates the Co-Curricular Record, supports a number of other student-centered initiatives within Student Life and cross-functionally across Mohawk College, as well as…
Added 38 mins ago
Indigenous Anti-Human Trafficking Development Coordinator
Ontario Native Women's Association
Thunder Bay, ON
Full-time
…the Coordinator develops training, resources, and awareness initiatives that support culturally informed, trauma-informed services for Indigenous survivors of human trafficking. Reporting…
Added 38 mins ago
Specialist, Liquids Infrastructure Financial Analysis
Keyera
Calgary, AB
Full-time
Support strategic initiatives, acquisitions, audits, and ad hoc business requests.
Added 52 mins ago
Membership Coordinator
Dundas Valley Golf & Curling Club
Hamilton, ON
Full-time
Reporting to the Controller, with functional support to the Membership & Curling Manager, the Membership Coordinator plays a key role in supporting the Club's membership experience through…
Added 52 mins ago
Visual Design Lead
Shannex Incorporated
Halifax, NS
Full-time
Reporting to and working in collaboration with the Manager, Creative Strategy and Services, the Visual Design Lead will provide design support for a variety of initiatives and programs that…
Added 52 mins ago
Senior Financial and Payroll Advisor
Elections Ontario
Toronto, ON · North York, ON
Temporary
…Advisor. In this position, you will be responsible for: providing strategic financial, payroll and business advice to support EO’s senior leadership decision-making and to design, develop,…
Added 52 mins ago
Sr. Manager - Brand Marketing, Partnerships & Activation
JRoss Hospitality Recruiters
Toronto, ON · Greater Toronto Area, Canada
$125,000 to $130,000 CAD / year
Full-time
A well-established hospitality organization with a significant national hotel portfolio is seeking a Senior Manager, Brand Marketing, Partnerships & Activation to help shape brand growth,…
Added 52 mins ago
Manager, Financial Services
National Bank of Canada
Courtenay, BC
Full-time
Manager, Financing Solutions professionals to support our growing client base
Added 52 mins ago
Directeur(trice) régional(e) - District Manager (Apparel - Premium)
JRoss Retail Recruiters
Montreal, QC
$70,000 to $75,000 CAD / year
Full-time
As the business continues to grow, they are seeking a District Manager to oversee two showrooms across Montreal and Laval.
Added 52 mins ago
Senior Manager, Commercial Due Diligence & Growth Strategy
Deloitte
Toronto, ON
Full-time
As a Senior Manager within Deloitte's Commercial Due Diligence (CDD) practice, you will play a critical leadership role advising private equity investors, corporate acquirers, government…
Added 52 mins ago
Director, National Transportation & Logistics
Reimer Associates Inc.
Brampton, ON
$150,000 to $200,000 CAD / year
Full-time
The successful leader will bring a strong blend of strategic thinking, operational discipline, people leadership, and cross-functional influence. This is a hands-on leadership opportunity…

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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