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Added 2 mins ago
Director of People and Workplace Culture / Directeur/Directrice des ressources humaines et de la culture d’entreprise
Venor
Halifax, NS
Full-time
Advise the CEO and senior leadership on organizational effectiveness, workforce trends, succession planning, risk management, and people-related strategies.
Added 2 mins ago
Consultant/ Senior Consultant - SAP Signavio & Business Transformation
Deloitte
Toronto, ON
Full-time
We are seeking an experienced SAP Signavio Senior Consultant to help organizations accelerate their business transformation journeys through process excellence, process mining, business…
Added 2 mins ago
Senior Project Manager, PLM & MES Transformation
MDA Space
Sainte-Anne-de-Bellevue, QC
Full-time
The Senior Project Manager is accountable for leading complex, enterprise-wide PLM and MES transformation initiatives across multiple business units. This role requires senior-level…
Added 2 mins ago
AI Lead
Galent
Toronto, ON
Contract
As Lead Operations, you will be that engine. You will be an embedded, vendor-supplied expert reporting directly to the Director, Live Programs, responsible for the day-to-day operating…
Added 4 mins ago
Senior Payroll Specialist (Contract)
Trans Mountain
Calgary, AB
Reports to: Manager, Pension, Benefits & Governance
Added 4 mins ago
Corporate HRBP
Mattr
Vaughan, ON
Build strong credibility and trusted partnerships with senior and executive-level stakeholders.
Added 18 mins ago
Business Process Transformation & Analytics, Senior Manager
MUFG
Toronto, ON
Full-time
We are seeking a senior technology and transformation manager to drive business process transformation, analytics, and end-user computing (EUC/EUCC) modernization across a complex banking…
Added 19 mins ago
EP+ Project Controls Manager
Veolia Environnement SA
Oakville, ON
Full-time
…regeneration, supporting communities and industries in their ecological…
Added 34 mins ago
Senior IT Consultant and Lead, Client Experience - Alberta or British Columbia
IX Solutions Ltd.
Remote, Canada
$90,000 to $115,000 CAD / year
Full-time · Remote
…effectively leverage modern technology and embrace digital transformation to achieve their critical business…
Added 49 mins ago
Senior Manager, Program Management Office
Telesat
Ottawa, ON
Full-time
The Senior Manager, PMO has a staff who serve as the central integrators across engineering, operations, supply chain, finance, mission assurance, product management, and other stakeholder…
Added 1 hour ago
SAP Technical Lead / Manager – S/4HANA Deployment
ExcelGens, Inc.
Montreal, QC
Contract
We are seeking an experienced SAP Technical Lead / Manager to lead the technical deployment of SAP S/4HANA across a complex enterprise transformation program.
Added 1 hour ago
SAP Technical Lead / Manager – S/4HANA Deployment
ExcelGens, Inc.
Montreal, QC
Contract
We are seeking an experienced SAP Technical Lead / Manager to support a large-scale SAP S/4HANA transformation and deployment program across North America.
Added 2 hours ago
Front Line Manager – Property Claims
Aviva Canada
Calgary, AB
Full-time
You will lead the day-to-day operation and development of a team of frontline claims handlers and report to one of our Senior Leaders in a role that requires a unique mix of technical…
Added 3 hours ago
Regional Sourcing Manager (Electronics Lane)
Husky Technologies
Bolton, ON
Full-time
Act as the primary contact and relationship manager while supporting the global strategic sourcing team to develop, prioritize, and execute “in-region” sourcing initiatives that reduce…
Added 3 hours ago
Senior Manager, Wealth Operations and Oversight - Tangerine
Scotiabank
ON · Toronto, ON
The Senior Manager, Wealth Operations & Oversight serves as the subject matter expert (SME) for the Wealth Operations team while leading the operational design and oversight of assigned…
Added 3 hours ago
Senior Data Engineer, Risk Technology
Investment Management Corporation of Ontario (IMCO)
Toronto, ON
Full-time
The incumbent will report to the Senior Manager, Data Technology.
Added 4 hours ago
Continuous Improvement Manager-Workforce Experience
Metro Inc.
Toronto, ON · Etobicoke, ON
Full-time
Position Title: Continuous Improvement Manager-Workforce Experience
Added 4 hours ago
Finance Manager
IFG - International Financial Group
Toronto, ON · Greater Toronto Area, Canada
Contract
We are looking for an experienced Finance Manager to join a fast-paced finance team for an initial 6-month contract. The Finance Manager will support financial reporting, month-end close,…
Added 5 hours ago
Economist
Ontario Securities Commission
Toronto, ON · CA ON Toronto
Full-time
The Economic, Market & Analysis (EMA) Department within the Regulatory Transformation & Strategic Research Division is responsible for the delivery of economic, regulatory and financial…
Added 6 hours ago
Director, Insurance Operations
CI Financial
Toronto, ON
Full-time
This role combines daily operational leadership with a significant transformation mandate. You will strengthen case progression and carrier advocacy, build actionable Operations…
Added 6 hours ago
Process Manager
Umbilical Advanced
Montreal, QC · Greater Montreal Metropolitan Area
Full-time
Following significant investment, continued growth and an ambitious transformation programme, the business is seeking an experienced Process Manager to lead manufacturing process…
Added 6 hours ago
Senior Manager, Financial Reporting
UHN Foundation
Toronto, ON
Full-time
The Senior Manager, Financial Reporting is responsible for leading the Foundation's financial reporting, audit, compliance, and financial operations functions while providing strategic…
Added 6 hours ago
Senior Analyst, Market Intelligence
Vale Base Metals
Toronto, ON
Full-time
Reporting to the Senior Manager, Market, you will play a key role in identifying market opportunities and risks while helping shape strategic initiatives through data-driven analysis and…
Added 9 hours ago
Regional Sourcing Manager (Electronics Lane)
Husky Technologies
Bolton, ON
Full-time
Act as the primary contact and relationship manager while supporting the global strategic sourcing team to develop, prioritize, and execute “in-region” sourcing initiatives that reduce…
Added 10 hours ago
Senior Adviser, Payroll Tax & Accounting | Conseiller(ère) senior, Fiscalité de la paie et comptabilité
Rio Tinto
Montreal, QC
Full-time
Act as a trusted senior SME, leading year-end reporting, audits, reconciliations, and critical knowledge transfer.

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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