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Added 3 mins ago
Manager, Talent Acquisition
Extendicare
Markham, ON · Extendicare (Canada) Inc (Steeles Ave.)
Full-time
The Manager partners closely with district leadership, leverages Workday for data‑driven decision‑making, and provides regular reporting and presentations to senior leaders.
Added 17 mins ago
Manager, Health And Safety
Commissionaires Ottawa
Ottawa, ON · Greater Ottawa Metropolitan Area
$100,000 to $118,000 CAD / year
Full-time
Reporting to the CHRO, the Manager acts as the organization’s H&S subject matter expert, responsible for compliance, workers’ compensation and non-occupational claims management (WSIB,…
Added 17 mins ago
Project Administrator - Capital Projects
Convergint
Dartmouth, NS
Full-time
Work with the Senior Operations Assistant and Business Development Executive teams to develop and maintain the account policy and procedures. Ensure all team members follow defined…
Added 18 mins ago
Channel Strategist, Guest Retention
WestJet Group
Toronto, ON · Calgary, AB
Reporting to the Senior Manager, Guest Retention & Engagement, you'll engage directly with stakeholders across the business to understand what they need and why it matters, then design the…
Added 18 mins ago
Roofing Service Operations Manager (Windsor)
Empire Roofing
Windsor, ON
Full-time
We’re looking for an experienced, hands-on Service Field & Office Manager to oversee the day-to-day operations of our Roofing Service Division. This is a dynamic role that combines service…
Added 48 mins ago
Principal Consultant, Environmental Acoustics
WSP
Vancouver, BC
Build the Future with Us – Join our Environmental Management team as a Principal Consultant - Environmental Acoustics in our Vancouver, BC office.
Added 48 mins ago
Senior Consultant, Proposal Management
Bell
Montreal, QC
As a Senior Manager, Proposal Management, you will play a vital role in growing our business by developing compelling proposals and effectively managing the submission process. You will use…
Added 1 hour ago
Senior Manager, Data Security Automations & Engineering (Global Security)
Royal Bank of Canada
Toronto, ON
Full-time
…loss incidents that might pose a risk to the organization. The Senior Manager leads a team of Senior Security Automation Engineers who design and develop innovative solutions to everyday…
Added 1 hour ago
Manager, Quality systems
CIMA+
Calgary, AB · Sherbrooke, Quebec
$97,360 to $133,870 CAD / year
Full-time
Collaborate with the Senior Quality Manager responsible for compliance to support certification readiness and convert audit findings into sustainable improvements, while preserving the…
Added 1 hour ago
Manager, Quality systems
CIMA+
Montreal, QC · Sherbrooke, Quebec
Full-time
Collaborate with the Senior Quality Manager responsible for compliance to support certification readiness and convert audit findings into sustainable improvements, while preserving the…
Added 1 hour ago
Manager, Quality systems
CIMA+
Calgary, AB
$97,360 to $133,870 CAD / year
Full-time
Collaborate with the Senior Quality Manager responsible for compliance to support certification readiness and convert audit findings into sustainable improvements, while preserving the…
Added 1 hour ago
Institutional Business Development Manager
QV Investors Inc.
Calgary, AB
Full-time
Role: Institutional Business Development Manager
Added 1 hour ago
Customs Compliance Manager
Stoakley-Stewart Consultants Ltd.
Mississauga, ON
$105,000 to $120,000 CAD / year
Full-time
Provide senior-level guidance on Canadian customs, trade compliance, classification, and regulatory matters, serving as a resource for both clients and internal stakeholders.
Added 1 hour ago
Manager, Quality systems
CIMA+
Mississauga, ON
$97,360 to $133,870 CAD / year
Full-time
Collaborate with the Senior Quality Manager responsible for compliance to support certification readiness and convert audit findings into sustainable improvements, while preserving the…
Added 1 hour ago
Manager, Quality systems
CIMA+
Montreal, QC
Full-time
Collaborate with the Senior Quality Manager responsible for compliance to support certification readiness and convert audit findings into sustainable improvements, while preserving the…
Added 1 hour ago
Manager, Quality systems
CIMA+
Vancouver, BC
$97,360 to $133,870 CAD / year
Full-time
Collaborate with the Senior Quality Manager responsible for compliance to support certification readiness and convert audit findings into sustainable improvements, while preserving the…
Added 1 hour ago
Labour Relations Coordinator
March of Dimes Canada
Toronto, ON
Reporting to the Senior Manager, People & Culture the Labour Relations Coordinator will provide administrative and operational support for labour relations functions, including maintaining…
Added 1 hour ago
Administrative Coordinator, College of Medicine
University of Saskatchewan
Saskatoon, SK
…expert administrative support to allow the Department Head and senior leadership to function effectively, aiding in all aspects of program management, in keeping with the Department’s…
Added 1 hour ago
Marketing Coordinator
AutoCanada Inc.
Edmonton, AB
Full-time
Protect deadline visibility - Monitor timelines and workload, identify risks early and escalate capacity conflicts, shifting scope or approval delays to the Senior Manager.
Added 1 hour ago
Senior Project Manager, Transportation
R.V. Anderson Associates Limited
Barrie, ON · London, ON · Toronto, ON · Burlington, ON · St. Catharines, ON · Vancouver, BC
Full-time
RVA is looking for a Senior Project Manager to join their Transportation team in a full-time permanent position.
Added 1 hour ago
Senior Cost Analyst / Analyste principal(e) en coûts
Galvion LTD
Montreal, QC
Full-time
The Senior Cost Analyst ensures accurate and consistent product costing, manufacturing costs and inventory valuation across all manufacturing operations. The role owns the standard costing…
Added 1 hour ago
Senior Product Manager
GoBolt
Toronto, ON
We are on the lookout for a Senior Product Manager! In this role, you won’t just be managing requirements, you will be designing and building the operating system for modern 3PL operations…
Added 1 hour ago
Financial Controller
Express Employment Professionals - Red Deer, AB
Red Deer, AB
Full-time
…accounting functions, human resources administration, and general office operations. Reporting directly to the General Manager and Corporate Chief Financial Officer, the successful…
Added 1 hour ago
Senior Project Manager (BC, AL, ON based)
BD
BC · British Columbia, Canada
Full-time
The Senior Project Manager is responsible for developing and executing comprehensive project plans across the implementation lifecycle, including pre-installation site planning, customer…
Added 1 hour ago
Senior Project Manager (BC, AL, ON based)
BD
Mississauga, ON
Full-time
The Senior Project Manager is responsible for developing and executing comprehensive project plans across the implementation lifecycle, including pre-installation site planning, customer…

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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