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Added 12 hours ago
Sr. Financial Analyst
The University of British Columbia
Vancouver, BC
$7,727.33 to $11,112 CAD / month
Full-time
The Senior Financial Analyst scope include multiple short/long term finance project manager duties and support as a floater within the Faculty of Medicine Finance organization as assigned…
Added 16 hours ago
Sr. Financial Analyst
University of British Columbia
Vancouver, BC · UBCV | P. A. Woodward Instructional Resources Centre (IRC)
$7,727.33 to $11,112 CAD / month
Full-time
The Senior Financial Analyst scope include multiple short/long term finance project manager duties and support as a floater within the Faculty of Medicine Finance organization as assigned…
Added 20 hours ago
Gestionnaire régionale(e) des soins infirmiers/Regional Nursing Manager, QC
Sentrex Health Solutions
Markham, ON · Montreal, QC
Full-time
Added 20 hours ago
Sr TA Advisor
MDA
Sainte-Anne-de-Bellevue, QC
Full-time
…dream big and push boundaries on the ground and in the stars to change the world for the better, we’ll take you…
Added 20 hours ago
Global Learning & Development Sr. Manager
Celestica
Toronto, ON
Full-time
Reporting to the VP, Global Talent, the Senior Manager, Global Learning & Development is a core member of the HR Centre of Excellence (COE) at Celestica. This role focuses specifically on…
Added 20 hours ago
Sr Manager Customer Support
Dayforce
Canada
The Senior Manager is also accountable for process evolution and operational transformation, identifying opportunities to improve how work is managed and introducing scalable operating…
Added 21 hours ago
Sr, Manager Digital Banking
Fairstone Bank
Toronto, ON
Full-time
Drive organizational change management and user adoption strategies for new digital capabilities.
Added 22 hours ago
Sr. IT Ops Analyst
TD
Mississauga, ON
Full-time
…knowledge, geographic location, and other specific business and organizational…
Added 1 day ago
Sr. Client Success Services Program Manager
Open Text Corporation
Waterloo, ON
As a Sr. Client Success Program Manager, you will work directly for the Sr Director, Client Success Services and play a critical role in designing, implementing, and optimizing Client…
Added 1 day ago
Sr. Client Success Services Program Manager
Open Text Corporation
Waterloo, ON
As a Sr. Client Success Program Manager, you will work directly for the Sr Director, Client Success Services and play a critical role in designing, implementing, and optimizing Client…
Added 1 day ago
Sr. Client Success Services Program Manager
OpenText
Waterloo, ON
Full-time
As a Sr. Client Success Program Manager, you will work directly for the Sr Director, Client Success Services and play a critical role in designing, implementing, and optimizing Client…
Added 1 day ago
Gestionnaire principal TI, Architecture d’entreprise
Saputo Inc.
Bas-Saint-Laurent, QC
Full-time
Change management and organizational influence skills.
Added 1 day ago
Gestionnaire principal TI, Architecture d’entreprise
Saputo Inc.
Georgetown, ON
Full-time
Change management and organizational influence skills.
Added 1 day ago
Sr. Business Systems Analyst
TD
Toronto, ON
Full-time
…knowledge, geographic location, and other specific business and organizational…
Added 1 day ago
Program Manager - BCY Disaster Risk Reduction (DRR) & Climate Change Adaptation (CCA)
Canadian Red Cross
BC · British Columbia, Canada
Full-time
Lead and support the delivery of disaster risk reduction and climate change (DRR-CCA) initiatives. Reporting to the Sr. Manager of Operations, this role is critical in enhancing readiness…
Added 1 day ago
Sr Manager, EV Network Development
Toronto Parking Authority
Toronto, ON
Full-time
…experience across both physical and digital touchpoints. The Senior Manager, EV Network Development will develop product roadmaps and execute plans that deliver improved customer and…
Added 1 day ago
Executive Assistant, GTM Data & Intelligence
Autodesk
Toronto, ON · AMER - Canada - Ontario - Toronto - University Ave
Full-time
Support leadership meetings, staff meetings, All Hands, manager calls, planning sessions, and employee & business reviews by helping capture notes, document action items, and track…
Added 1 day ago
Sr. Group Benefits Coordinator
PROLINK
Toronto, ON
Full-time
Your role will be to support the Manager, Group Benefits and Sales with all programs and client interactions pertaining to employee group benefit plans and group association…
Added 1 day ago
Talent Product Specialist, AI Enablement
Infoblox
Burnaby, BC
We have an opportunity for a Talent Product Specialist, AI Enablement - Facilitator to join our Talent Development & Organizational Effectiveness team in Burnaby, Canada, reporting to the…
Added 4 days ago
Academic Services Information Clerk
The University of British Columbia
Vancouver, BC
$4,594 to $4,827 CAD / month
Full-time
…Independently communicate and work with the Business and Systems Manager, Manager of Graduate Awards, Awards staff, other SAS support staff and Doctoral Examinations staff, as well as with…
Added 5 days ago
Academic Services Information Clerk
University of British Columbia
Vancouver, BC · UBCV | Thea Koerner House (THEA)
$4,594 to $4,827 CAD / month
Full-time
…Independently communicate and work with the Business and Systems Manager, Manager of Graduate Awards, Awards staff, other SAS support staff and Doctoral Examinations staff, as well as with…
Added 5 days ago
Sr. Manager Tech Delivery / Partner Mgmt
TD
Toronto, ON
Full-time
…knowledge, geographic location, and other specific business and organizational…
Added 5 days ago
Sr. IT Ops Analyst (Azure Public Cloud Operations)
TD
Toronto, ON
Full-time
…knowledge, geographic location, and other specific business and organizational…
Added 4 days ago
Sr. IT Ops Analyst (Azure Public Cloud Operations)
TD
Toronto, ON
Full-time
…knowledge, geographic location, and other specific business and organizational…
Added 8 days ago
Sr. Manager, Operational Applications
Aecon
Toronto, ON
The Senior Manager, Operational Applications leads the delivery, support, governance, and continuous improvement of Aecon's operational business applications. The role leads application…

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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