Sr Manager, Customer Support

Dayforce

4d•$116,000 - $181,300•Remote

About The Position

The Sr. Manager of Customer Support leads and evolves front-line customer support operations to deliver timely, effective, and consistent service across the case lifecycle. The role owns organizational performance across case management, responsiveness, service levels, backlog, escalations, quality, productivity, and NPS, while building the leadership, processes, and capabilities needed to scale the organization. As a leader of leaders, this person develops managers and teams and establishes accountability for customer, employee, and business outcomes. The role ensures cases are owned, progressed, communicated, and resolved effectively, while continuously improving support delivery. Success requires customer and people leadership, operational discipline, strategic thinking, and influence across a complex, fast-paced global SaaS environment. The Sr. Manager partners with Customer Operations Leadership; Centralized Planning and Resource Planning; Customer Success; Product and Engineering; Learning & Development and Talent Acquisition; and Technology and other cross-functional partners. The role translates support strategy into priorities, operating plans, and measurable outcomes; leads change and transformation; and builds scalable operating practices for a growing global customer base.

Requirements

At least 15 years of progressive experience in Customer Support, Customer Service, SaaS Operations, Technical Support, or a related customer-facing environment.
At least 10 years of leadership experience, including significant experience leading managers and multi-level teams.
At least 4 years of global Customer Service or Customer Support Operations leadership experience, partnering with senior and frontline leaders to drive operational and customer service excellence.
Experience leading large-scale customer support or technical support operations in a SaaS, technology, or complex contact center environment.
Strong understanding of case management, queues, backlog, escalations, SLAs, NPS, quality, productivity, workforce capacity, and customer experience metrics.
Demonstrated ability to lead complex, high-impact customer escalations and drive accountability across organizational boundaries.
Proven ability to develop leaders, manage organizational performance, build succession pipelines, and create high-performing customer support teams.
Strong analytical and business acumen, with the ability to translate customer, workforce, and performance data into strategic priorities and measurable actions.
Demonstrated experience leading operational improvement, organizational change, or transformation initiatives.
Strong understanding of how technology, automation, AI, knowledge, and self-service can improve customer support operations.
Exceptional communication and stakeholder management skills, including experience influencing senior leaders and cross-functional partners.
Bachelor’s degree in Business.

Nice To Haves

MBA or other advanced degree.
Experience leading large, global, multi-skilled support organizations in a SaaS or technical support environment.
Ability to identify systemic opportunities to improve the customer experience at scale, beyond individual cases.
Understanding of how case ownership, responsiveness, communication, and follow-through build customer trust, loyalty, and NPS.
Ability to develop managers and leaders who own their people, business, and customer outcomes.
Ability to combine customer feedback, operational data, and business judgment to identify issues early and drive measurable improvements.
Experience using technology, automation, AI, or process transformation to improve customer and employee experiences.
Ability to move between strategy and execution, setting direction while ensuring leaders deliver consistent results.
Ability to thrive in complex, fast-paced environments while balancing customer experience, employee engagement, operational performance, and long-term organizational capability.

Responsibilities

Provide operational leadership across multiple customer support teams, products, and skill sets to ensure timely, consistent, high-quality service.
Establish and reinforce standards for case ownership, prioritization, response, follow-up, communication, resolution, and closure.
Create operating mechanisms to monitor backlog, case aging, severity, stalled cases, transfers, and other indicators of customer and case health.
Anticipate customer and operational risks and ensure leaders intervene before issues become escalations or harm the customer experience.
Drive accountability for troubleshooting, case documentation, customer communication, ownership, and resolution.
Identify systemic barriers to case resolution and partner across the organization to remove them.
Own support performance across NPS, customer satisfaction, service levels, responsiveness, resolution effectiveness, and other customer outcomes.
Use customer feedback, case trends, and operational data to develop strategies and actions that improve the customer experience.
Lead complex and high-impact customer escalations, ensuring clear ownership, communication, recovery plans, and resolution.
Partner with Customer Success, Product, Engineering, and other organizations to remove barriers and establish shared accountability for customer outcomes.
Establish service recovery strategies when customer expectations or commitments are not met.
Identify recurring sources of customer effort and advocate for systemic improvements across processes, products, and technology.
Lead and develop managers and multi-level support teams, setting accountability for customer outcomes, quality, productivity, engagement, and performance.
Build leadership capability through coaching, performance management, recognition, development, and clear leadership expectations.
Establish a performance culture in which leaders understand their business, develop their people, and act promptly when performance or customer outcomes fall below expectations.
Build a culture of customer ownership, accountability, empathy, collaboration, continuous improvement, and results.
Develop succession plans, leadership pipelines, and capabilities needed for future organizational growth.
Empower leaders and employees to solve problems, challenge inefficient processes, and improve the customer experience.
Own support-team performance across demand, capacity, productivity, quality, backlog, service levels, and customer experience.
Establish KPIs, governance, and operating rhythms that provide performance visibility, identify emerging risks, and drive timely action.
Partner with Centralized Planning to align workforce capacity, schedules, proficiency, and skill coverage with current and forecasted customer demand.
Improve case-management processes, workflows, knowledge, and tools to reduce transfers, rework, resolution time, and customer effort.
Use data and operational insights to identify root causes, prioritize improvements, and measure the impact of changes.
Translate Customer Support strategy into organizational priorities, operating plans, and measurable outcomes.
Identify opportunities to simplify and scale support through process redesign, automation, AI, self-service, knowledge, and emerging technologies.
Champion adoption of tools and ways of working that improve customer experience, employee effectiveness, and operational performance.
Influence support capabilities and investments in partnership with Customer Operations, Product, Engineering, Technology, and other functions.
Lead organizational change and ensure leaders and employees understand transformation initiatives’ purpose, expectations, and customer impact.
Build scalable operating practices to support organizational growth and an increasingly global customer base.