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Added 14 mins ago
Sr TA Advisor
MDA
Sainte-Anne-de-Bellevue, QC
Full-time
Building the space between proven and possible, MDA Space (TSX:MDA) is a trusted mission partner to the global space industry. A robotics, satellite systems and geointelligence pioneer with…
Added 14 mins ago
Team Lead for Online + Offline Ads Project Manager
HelloKindred
Toronto, ON
Contract
Our vision is to make work accessible and people’s lives better. We do this by disrupting traditional employment barriers – connecting ambitious talent to flexible opportunities with…
Added 14 mins ago
Operations Manager, Full time, Countryside
Extendicare
Sudbury, ON · Axm - Countryside
Full-time
People Live Better by leading all business and administrative functions in a long-
Added 14 mins ago
Senior Manager, Public Relations (13 month fixed term contract)
Lightspeed Commerce, Inc.
Remote, Canada
Full-time · Remote
This is a strategic and hands-on role for a communications leader who can connect business priorities to external storytelling, advise senior leaders, influence cross-functional partners,…
Added 14 mins ago
Principal AI Engineer - Context - Agents and Context
Elastic
Canada
…data, at scale - unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the…
Added 27 mins ago
Driver
Emco Corporation: Plumbing, HVAC, Waterworks, Industrial, Irrigation, Fire Protection
Burlington, ON
Full-time
…organization with the agility and entrepreneurial spirit of a growing…
Added 27 mins ago
Sr. Director, Insurance and Simplii Finance
Simplii Financial
Toronto, ON
Full-time
…and analysis requirements for both PBB CFO Finance and the partner groups are met. This includes regular weekly/monthly/ quarterly/ annual reporting as well as handling ad hoc requests from…
Added 27 mins ago
Controller
Architecture49 Inc.
Montreal, QC
Full-time
As a trusted finance partner to Project Directors, Project Managers, and senior business leaders, you will lead a team of Project Financial Advisors, ensuring financial excellence…
Added 27 mins ago
Global Learning & Development Sr. Manager
Celestica
Toronto, ON
Full-time
…directly support Celestica’s broader talent strategy. You will partner across the business to identify needs, build and deploy learning solutions that have a positive impact on employee…
Added 30 mins ago
Field Support Analyst
Imperial Brady
Montreal, QC · Saint-Laurent, QC
We are a key distributor partner to many Canadian manufacturers, supporting long-standing relationships and ensuring the timely availability of high-quality products. Our Canadian customer…
Added 30 mins ago
Sr Manager Customer Support
Dayforce
Canada
…multiple functions and workstreams. This role leads incident and business-impacting event management, coordinating cross-functional response, establishing priorities, driving timely…
Added 30 mins ago
Quality Assurance Analyst
Alberta Pensions Services Corporation
Edmonton, AB
…judgment to know when something needs more investigation, a business decision, or a proper risk…
Added 30 mins ago
Senior OT Control Systems - Engineering Specialist
Mariner
Saint John, NB
…services to venture creation, we build better futures powered by people. Our purpose has always been to be a great, everlasting technology company for those who make an impact - elevating…
Added 30 mins ago
Store Associate
Sherwin-Williams
Brampton, ON
…it possible to live this purpose, and for customers and our business to achieve great results. Sherwin-Williams is a place that takes its stability, growth and momentum and translates it to…
Added 30 mins ago
Laline - Store Manager - Fairview Mall
Fox Group Canada Inc.
Toronto, ON
Full-time
driving revenue and exceeding targets; reviewing and monitoring daily, weekly, monthly business and people results and creating plans in partnership with the Area Manager to achieve targets.
Added 45 mins ago
Senior Director - Chief Developer and AI Adoption
RBC
Toronto, ON
Full-time
The RBC Business Financial Service Technology team offers the opportunity to work within the transformation program to develop innovative ideas and solutions in support of our clients and…
Added 45 mins ago
Creative Strategist Lead
Stadium Live Studios
Toronto, ON
$100,000 to $160,000 CAD / year
Drive ROAS on paid marketing: Partner with UA manager to interpret results and adapt creative strategy to each channel’s audience and performance
Added 45 mins ago
Customer Service Representative - Amherst
TD
Amherst, NS
Part-time
…job-related knowledge, geographic location, and other specific business and organizational…
Added 45 mins ago
Customer Experience Associate - Dartmouth Crossing
TD
Dartmouth, NS
Part-time
…job-related knowledge, geographic location, and other specific business and organizational…
Added 45 mins ago
Customer Experience Associate (Future Opportunities)
TD
Toronto, ON
Part-time
…job-related knowledge, geographic location, and other specific business and organizational…
Added 45 mins ago
Directeur(trice) associé(e), Apprentissage et Développement / Associate Director, Learning & Development
MSD
Kirkland, QC
Full-time
Added 45 mins ago
Account Management - First Line Client Liaison/KYC Officer, Analyst
MUFG
Toronto, ON
Full-time
With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed…
Added 57 mins ago
Senior Recruiter
Husky Technologies
Bolton, ON
Full-time
In this role, you will partner closely with Hiring Managers, HR Business Partners, and Talent Acquisition colleagues to deliver best-in-class recruitment strategies across a variety of…
Added 1 hour ago
Business Client Advice Centre - Agent Team Leader – Bilingual
CIBC
Quebec, QC
Full-time
Business Banking supports entrepreneurs and business owners with advice, service, and solutions that help them manage and grow their businesses. As a Business Client Advice Centre Team…
Added 1 hour ago
AI Adoption & Enablement Analyst
WSP
Montreal, QC
With us, you can. You want Purpose. Growth. Opportunity. People who get it.

Dayforce

Sr Manager Customer Support

Canada

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

Apply About employer

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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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