Sr Manager Customer Support

Dayforce

2d•$116,000 - $181,300•Remote

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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.
This role will work closely with: Resource Planning — scheduling, staffing models, hiring plans, capacity management, and workforce execution
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