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Added 2 mins ago
Store Manager
UFA Co-operative Ltd.
Grimshaw, AB
The Store Manager will oversee the daily operations of a Farm & Ranch Supply store. This leadership role is responsible for driving operational excellence, is a champion for safety culture,…
Added 2 mins ago
Associate, Commercial Banking Associate Program – New Grad - Saskatchewan
CIBC
Regina, SK
Full-time
…activities through the sales cycle in order to prepare you for the Relationship Manager role. You’ll have a chance to assist with business development initiatives with a focus on meeting…
Added 2 mins ago
Retail Execution Manager
Canadian Tire Corporation
ON
Full-time
A successful Field Operations Manager will have a strong understanding of Canadian Tire retail operations and the Dealer model. The Field Operations Manager leads with integrity,…
Added 2 mins ago
Store Manager - BOSS Store, Chinook
HUGO BOSS Canada, Inc.
Calgary, AB
Other
Establish a goal oriented selling culture that focuses on relationship selling, building a client base and exceptional service.
Added 2 mins ago
Store Manager - BOSS Outlet, Ottowa
HUGO BOSS Canada, Inc.
Ottawa, ON
Other
Establish a goal oriented selling culture that focuses on relationship selling, building a client base and exceptional service.
Added 2 mins ago
Assistant Store Manager - BOSS Outlet, Halton Hills
HUGO BOSS Canada, Inc.
Halton Hills, ON
Other
Establish a goal oriented selling culture that focuses on relationship selling, building a client base and exceptional service.
Added 2 mins ago
Assistant Store Manager - BOSS Outlet, McArthur Glen
HUGO BOSS Canada, Inc.
Vancouver, BC
Other
Establish a goal oriented selling culture that focuses on relationship selling, building a client base and exceptional service.
Added 2 mins ago
Assistant Manager - BOSS Store, Fairview
HUGO BOSS Canada, Inc.
Toronto, ON
Internship · Other
Establish a goal oriented selling culture that focuses on relationship selling, building a client base and exceptional service.
Added 2 mins ago
Service Representative - Eyewash/WaterBreak
Cintas
Montreal, QC
Price Increases – sell customers on price increases as established by the Service Manager.
Added 17 mins ago
Marketing Manager - Protein Portfolio
PepsiCo
Mississauga, ON
Full-time
One of Canada's Top Marketing Organizations Looking to Recruit Canada's Best & Brightest Marketing Manager!
Added 17 mins ago
Director, Commercial Services
Meridian Credit Union
London, ON
$95,000 to $130,000 CAD / year
Full-time
Actively monitor and manage the profitability of commercial relationship with Members with the intent of building a long-term mutually beneficial relationship by fully understanding the…
Added 17 mins ago
Relationship Manager/Senior Relationship Manager
Meridian Credit Union
London, ON
$79,000 to $110,000 CAD / year
Full-time
As a Relationship Manager/Senior Relationship Manager:
Added 17 mins ago
Technology Services Manager
East Coast Credit Union
NS · Dartmouth, NS
Full-time
Reporting to the Senior Manager, IT & Innovation, the Technology Services Manager leads the delivery of technology services that enable employees to work efficiently and securely. This role…
Added 17 mins ago
Key Account Manager
Abell Pest Control
Vancouver, BC
Full-time
At Abell, we’re constantly reinventing ourselves. Good business means on-going research and development for more environment sensitive products, safer methodology, applications and…
Added 17 mins ago
Technical Recruiter, AI & Robotics
Mecka
Remote, Canada
$115,000 to $130,000 CAD / year
Full-time · Remote
Find exceptional candidates through original research, targeted sourcing and long-term relationship building - not only LinkedIn searches and inbound applications
Added 32 mins ago
Manager, IT Asset Management
Flynn Group of Companies
Mississauga, ON
$100,000 to $135,000 CAD / year
Full-time
Flynn Group of Companies, North America's leading building envelope contractor, is looking for a Manager, IT Asset Management to work from our Mississauga location. This position is part of…
Added 32 mins ago
Senior Project Manager
AgileGrid Solutions
Canada
Full-time
We are seeking an experienced Senior Project Manager with a strong background in mining to lead multidisciplinary engineering teams in delivering capital mining and mineral processing…
Added 32 mins ago
Business Unit Director, Coatings and Construction
Irving Knight Group
Mississauga, ON
$180,000 to $200,000 CAD / year
Full-time
The Business Unit Director owns the Coatings and Construction business unit end to end, operating as the general manager of the business. This means full P&L responsibility for the unit,…
Added 32 mins ago
Sales Development Representative
Aerotek
Windsor, ON
Full-time
We’re looking for a highly motivated Entry-Level Sales Development Representative to join our team and help us advance the careers of skilled professionals doing impactful work. Building…
Added 32 mins ago
Marketer
Future Electronics
Kirkland, QC
Full-time
…unit and interfaces with asset managers (buyers) to ensure the development and maintenance of optimal inventory mix and levels, and also works with inside and outside sales organizations…
Added 33 mins ago
Mall Store Store Manager (Endy) - Carrefour Laval
Bed Bath & Beyond
Laval, QC
Full-time
Tuition Reimbursement Program that covers professional AND personal development
Added 33 mins ago
Lead, Thrive Adult Day Program
Abilities Centre
Whitby, ON
…and that’s okay! We are committed to the ongoing learning and development of our employees and gladly provide on-the-job training and mentorship. Unless it says required (bolded for…
Added 33 mins ago
Manager, Leasing
GWL Realty Advisors
Vancouver, BC
Join a national leader in the commercial real estate industry and take the next step in your career. We’re seeking a Manager, Leasing to become a key member of our dynamic, growth-oriented…
Added 48 mins ago
Product Advisor - Brampton East Toyota
OpenRoad Auto Group
Brampton, ON
Full-time
Strong focus on training, development, and internal promotion opportunities
Added 48 mins ago
Responsable du Développement Commercial - Énergie / Business Development Manager - Energy
OPAL-RT
Montreal, QC

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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