Sr Director Customer Support

Dayforce

3d

About The Position

As the Sr. Director of Customer Operations, you play a crucial role in transforming global support model while ensuring a world-class customer support experience. You will be responsible for multiple workstreams that cover technology deployment(s), process improvements, and organizational design while using a data-driven and emotionally intelligent approach. This includes empathetic leadership that creates a compelling view of the future to attract, enable, and retain top talent. Your success will depend on your ability to build strong cross functional relationships, negotiate mutually beneficial outcomes, and lead both direct and indirect teams while maintaining an unwavering focus on customer satisfaction.

Requirements

• Bachelor’s degree plus 10–15 years related experience, or master’s degree plus 6+ years, or equivalent combination of education and experience.
• Demonstrated leadership in global support operations with strong cross-functional collaboration and communication skills.
• Proven track record of operational planning and forecasting, Six Sigma or similar methodology preferred.
• Strong problem-solving skills with ability to translate complex challenges into executable solutions.
• Technology-minded with an operational focus; adept at leveraging tools to optimize scale and productivity.
• Exceptional executive communication skills, with the ability to present to senior leaders and influence results across diverse stakeholders.
• Proven experience delivering measurable improvements in customer satisfaction (NPS) and operational efficiency with operational models anticipate future business needs.

Responsibilities

• Strategic Leadership: Define and execute strategies that improve global support delivery performance and customer satisfaction, while ensuring alignment with enterprise priorities.
• Operational Excellence: Drive best practices across a global omni-channel support team in partnership with Sales, Customer Success, Global Business Operations and Value-Added Services.
• Data & Insights: Develop operational dashboards and analytics to drive best in class business results in alignment with both short term and long-term plans.
• Performance Management: Establish and oversee organizational KPIs that drive productivity, quality, timeliness, and accuracy across support operations.
• Innovation & Scale: Leverage advancements in omni-channel technology, coupled with the AI enabled Dayforce Support Assistant to scale global operations
• Leadership Development: As a member of the senior support leadership team, demonstrate core values and lead by example in a collaborative and team-oriented culture.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director