Manager, Customer Support Operations

Dayforce

About The Position

The GCO Operations organization empowers Dayforce’s customer-facing teams with the insights, tools, and processes they need to scale successfully. We combine strategic thinking with operational execution to ensure the GCO runs efficiently, delivers consistent customer value, and achieves its financial objectives. As a GCO Operations Manager, you lead a team responsible for delivering operational support, forecasting, analytics, and strategic insight to GCO leaders. You will manage multiple workstreams spanning process improvement, forecasting, and data analysis. The role demands both leadership and hands-on contribution — driving structure, building alignment, and enabling your team to deliver high-impact work that supports GCO’s global objectives.

Requirements

Bachelor’s degree in business or related field.
3-5+ years of experience in operations, strategy, or financial management roles, including 2+ years of people management.
Proven ability to lead teams, manage stakeholders, and deliver measurable business outcomes.
Excellent analytical, problem-solving, and communication skills.
Advanced proficiency with Power BI, Excel, and other analytics tools.
Understanding of SaaS business models, customer success metrics, and operational KPIs.
Ability to balance strategic priorities with tactical execution in a dynamic, fast-paced environment.
Experience setting standards for analytical rigor, data quality, and consistency, and holding teams accountable to them.
Demonstrated ability to translate complex analyses into clear, decision-ready narratives for executive audiences

Responsibilities

Lead and develop a team of analysts, setting priorities and fostering continuous learning.
Oversee design, build, and maintain dashboards and scorecards that monitor key performance indicators (KPIs).
Own and evolve forecasting processes and performance measurement approach, ensuring clarity, consistency, and trust in core metrics across the organization.
Partner closely with GCO senior leadership to understand business goals, identify operational needs, and design scalable solutions.
Drive the execution of key operational initiatives across forecasting, reporting, and business process optimization.
Ensure reporting, dashboards, and forecasting operational models are accurate, timely, and business-relevant.
Partner closely with Finance and FP&A to align forecasting, performance tracking, and long-term planning
Guide the development and maintenance of KPIs and playbooks that standardize performance management.
Provide executive-ready analysis and insights, turning complex data into clear, actionable recommendations.
Maintain high standards for analytical rigor, data quality, and storytelling while empowering teams to operate autonomously and close to execution
Build a strong leadership bench and a culture focused on impact, clarity, and outcomes