Dayforce

Lead front-line support operations across the case lifecycle, develop leaders, manage performance, and improve customer experience, responsiveness, and service levels. | Requires a bachelor's degree, at least 15 years in customer support or SaaS operations, including 10 years in leadership, plus strong analytical and cross-functional influence skills. | 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 Sr. Manager of Customer Support is responsible for leading and evolving front-line customer support operations to deliver a timely, effective, and consistent customer experience across the case lifecycle. This leader owns organizational performance across case management, customer responsiveness, service levels, backlog, escalations, quality, productivity, and NPS while building the leadership, processes, and capabilities required to scale the organization. As a leader of leaders, the Sr. Manager develops high-performing leaders and teams, and establishes clear accountability for customer, employee, and business outcomes. This role ensures cases are effectively owned, progressed, communicated, and resolved while continuously improving how support is delivered. Success requires strong customer and people leadership, operational discipline, strategic thinking, and the ability to influence across organizational boundaries in a complex, fast-paced global SaaS environment. Key Partnerships This role partners closely with: Customer Operations Leadership to shape service strategy, organizational priorities, operating standards, and performance expectations. Centralized Planning and Resource Planning to align staffing, scheduling, capacity, proficiency, and skill coverage with customer demand. Customer Success to strengthen customer health, manage escalations, and improve overall service effectiveness. Product and Engineering to resolve complex customer issues, address defects, identify recurring product concerns, and reduce customer impact. Learning & Development and Talent Acquisition to strengthen leadership and technical capabilities, close proficiency gaps, and build the workforce needed for the future. Technology and cross-functional partners to identify opportunities to improve customer and employee experience through automation, AI, knowledge, and process improvement. What you’ll get to do Customer Support & Case Management Provide operational leadership across multiple customer support teams, products, and skill sets, ensuring timely, consistent, and high-quality service. Establish and reinforce organizational standards for case ownership, prioritization, response, follow-up, communication, resolution, and closure. Create operating mechanisms that provide visibility into 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 negatively impact the customer experience. Drive accountability across the organization for effective troubleshooting, case documentation, customer communication, ownership, and resolution. Identify systemic barriers to resolution and partner across the organization to remove them. Customer Experience & Escalation Management Own support performance across NPS, customer satisfaction, service levels, responsiveness, resolution effectiveness, and other key customer outcomes. Translate customer feedback, case trends, and operational data into strategies and actions that improve the customer experience. Provide leadership for 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. Leadership, Talent & Organizational Capability Lead and develop managers and multi-level support teams, establishing clear accountability for customer outcomes, quality, productivity, engagement, and performance. Build leadership capability through consistent coaching, performance management, recognition, development, and clear leadership expectations. Establish a strong performance culture in which leaders understand their business, develop their people, and take timely action when performance or customer outcomes fall below expectations. Build a culture centered on customer ownership, accountability, empathy, collaboration, continuous improvement, and results. Develop succession plans, leadership pipelines, and critical capabilities needed to support future organizational growth. Create an environment where leaders and employees are empowered to solve problems, challenge inefficient processes, and improve the customer experience. Operational Performance & Continuous Improvement Own the overall health and performance of support teams across demand, capacity, productivity, quality, backlog, service levels, and customer experience. Establish KPIs, governance, and operating rhythms that create visibility into performance, 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. Identify and lead opportunities to 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 improvement opportunities, and measure the impact of changes. Support Strategy, Technology & Transformation Translate broader Customer Support strategy into clear priorities, operating plans, and measurable outcomes for the organization. Identify opportunities to simplify and scale support through process redesign, automation, AI, self-service, knowledge, and emerging technologies. Champion adoption of new tools and ways of working that improve customer experience, employee effectiveness, and operational performance. Partner across Customer Operations, Product, Engineering, Technology, and other functions to influence capabilities and investments that improve support delivery. Lead organizational change effectively, ensuring leaders and employees understand the purpose, expectations, and customer impact of transformation initiatives. Build scalable operating practices that support organizational growth and an increasingly global customer base. Skills and experience we value Minimum of 15+ years of progressive experience in Customer Support, Customer Service, SaaS Operations, Technical Support, or a related customer-facing environment. Minimum of 10+ years of leadership experience, including significant experience leading managers and multi-level teams. Minimum of 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 and 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 demonstrated experience influencing senior leaders and cross-functional partners. Bachelor’s degree in Business. What would make you stand out MBA or other advanced degree preferred. You have led large, global, multi-skilled support organizations in a SaaS or technical support environment. You think beyond individual cases and identify systemic opportunities to improve the customer experience at scale. You understand how strong case ownership, responsiveness, communication, and follow-through translate into customer trust, loyalty, and NPS. You develop strong managers and leaders who take ownership of their people, their business, and their customer outcomes. You combine customer feedback, operational data, and business judgment to identify issues early and drive measurable improvements. You have successfully used technology, automation, AI, or process transformation to improve customer and employee experiences. You can move comfortably between strategy and execution—setting direction while ensuring leaders deliver consistent results. You thrive in complex, fast-paced environments and can balance customer experience, employee engagement, operational performance, and long-term organizational capability. 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 employees and their families are eligible to participate in the following benefits programs: medical, dental, vison, and life insurance. Dayforce employees are also eligible to participate in a 401k plan (plus match). Employees also receive unlimited Time Away From Work (in lieu of accrued vacation time), 10 paid US holidays, up to 80 hours of paid sick time and 17 weeks of paid parental leave, subject to the terms of the applicable policy or program. 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. 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. 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 #LI-Remote

Manage existing enterprise accounts to identify sales opportunities, negotiate deals, grow revenue, and maintain CRM data in collaboration with internal teams. | Requires at least five years of successful software or technology sales, a record of meeting B2B sales goals, and strong consultative selling and C-suite relationship skills. | 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 Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, EMEA, and APJ. Our award-winning Cloud HCM platform delivers a unified database and continuous calculation engine that drives efficiency, productivity, and compliance across global workforces. Our brand promise — Makes Work Life Better™ — reflects our commitment to employees, customers, partners, and communities around the world. As a U.S. Customer Base Account Executive Enterprise, you will be part of the top-achieving, fastest-growing segment in Dayforce sales. Focused on upper-market customers (3,500–10,000 employees), this role is ideal for a driven and talented sales professional capable of managing high-velocity sales cycles with a strategic mindset. You'll be responsible for nurturing a portfolio of existing customers and identifying new opportunities to deliver our best-in-class HCM solutions. **This posting represents an ongoing opportunity within our organization. While there may not be an active vacancy at this time, we encourage interested candidates to apply. Applications will be reviewed periodically and retained for future openings. What You'll Get to Do Attain sales quota by creating and executing business plans to exceed revenue goals. Cultivate relationships with C-suite leaders and key decision-makers within your assigned customer base and territory. Leverage a deep understanding of customer industries and Dayforce capabilities to identify new opportunities and drive value. Lead sales engagements and collaborate with internal teams to present tailored solutions to customer challenges. Execute sales strategies and use competitive insights to position Dayforce HCM as the preferred solution. Negotiate effectively to secure deals that align with Dayforce sales practices and deliver strong business outcomes. Maintain accurate CRM data related to customers, pipeline activities, and forecasting. Complete all required HCM certifications and product training to stay proficient on Dayforce solutions. Clearly articulate the value of Dayforce HCM applications and how they differentiate from the competition. Skills and Experience We Value 5+ years of successful experience in software or technology sales. Demonstrated ability to meet or exceed B2B sales objectives consistently. Proven ability to build pipeline through self-generated activities and corporate marketing programs to consistently overachieve assigned quota. Proven track record in consultative selling. Proven track record of successful selling using solution-selling and value-based-selling techniques. Proven ability to develop new sales and drive the sales process across teams. Skilled in developing strategic relationships with mid-level and C-suite leaders by understanding business drivers and ROI expectations. Experience managing the full sales cycle, including prospecting, partnering, negotiating, and closing deals. Strong communication, negotiation, and presentation skills with both internal and external stakeholders. Ability to multitask across several customer engagements and sales activities at a time. Ability to adapt to changes in roles and responsibilities and work independently with limited direction in a fast-paced environment. High-energy, proven sales closer within a technology or software sales environment. Aptitude, desire, and commitment to leverage technology and digital selling tools, including social, video, and automation, to drive digital sales motion. Ability to quickly adapt to new sales tools and technology. What Would Make You Stand Out HCM experience is strongly preferred. Knowledge of HCM software or high-tech products and services is preferred. Knowledge of Dayforce is highly preferred. 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 employees and their families are eligible to participate in the following benefits programs: medical, dental, vison, and life insurance. Dayforce employees are also eligible to participate in a 401k plan (plus match). Employees also receive unlimited Time Away From Work (in lieu of accrued vacation time), 10 paid US holidays, up to 80 hours of paid sick time and 17 weeks of paid parental leave, subject to the terms of the applicable policy or program. 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. 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. 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 #LI-Remote

Sell HCM solutions to large enterprise clients, build C-suite relationships, and manage business plans, revenue goals, pipeline, and forecasts. | Requires a bachelor's degree and 5–7 years of enterprise sales experience, including demonstrated consultative sales success in HR technology or ERP software. | 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 Large Enterprise Customer Base Account Executive is responsible for selling Dayforce’s HCM solutions to large, complex companies (12,000+ employees) within their assigned vertical or geography. While this sales role is primarily focused on selling new business, the Large Enterprise Account Executive may also be responsible for selling to existing clients. ** This posting represents an ongoing opportunity within our organization. While there may not be an active vacancy at this time, we encourage interested candidates to apply. Applications will be reviewed periodically and retained for future openings. What You'll Get to Do Attain sales quota by creating and executing a business plan to exceed revenue goals and expand Dayforce’s value. Develop mutually beneficial relationships with C-suite and other key decision-makers and influencers in the assigned vertical or geography. Leverage knowledge of customers’ businesses and industries, as well as Dayforce’s HCM capabilities, to establish value and create new opportunities. Establish and execute sales strategies that effectively present a solid business case to prospects, using competitive intelligence to best leverage Dayforce. Lead sales engagements and involve resources as needed to address customers’ needs and business problems. Conduct negotiations on behalf of Dayforce. Maintain accurate and timely customer, pipeline, and forecast data. Capture all relevant information in the CRM system. Follow all defined processes and timelines. Keep current on Dayforce processes and any relevant changes. Maintain technical knowledge. Complete HCM certifications and maintain product proficiency in order to effectively explain the value of Dayforce solutions and how they differ from competitors. Effectively communicate how Dayforce applications solve business problems. Skills and Experience We Value Bachelor’s degree or equivalent combination of education and relevant experience. 7+ years of experience prospecting, developing, and closing leads and/or 5+ years of achieving sales objectives in the enterprise market. Demonstrated ability to exceed B2B sales objectives over the course of several years. Experience in consultative sales engagements in HR technology, ERP software, or a directly related field. Proven ability to develop relationships with mid-level and C-suite leaders by leveraging a strong understanding of business drivers, value expectations, and business case components. Demonstrated ability to effectively negotiate with internal and external stakeholders. 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 employees and their families are eligible to participate in the following benefits programs: medical, dental, vison, and life insurance. Dayforce employees are also eligible to participate in a 401k plan (plus match). Employees also receive unlimited Time Away From Work (in lieu of accrued vacation time), 10 paid US holidays, up to 80 hours of paid sick time and 17 weeks of paid parental leave, subject to the terms of the applicable policy or program. 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. 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. 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 #LI-Remote

Build systems and standards to scale AI-assisted development and partner with teams to operationalize workflows and define production-readiness standards. | Strong software engineering background with hands-on AI-assisted development experience and ability to influence technical standards in large organizations. | 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 Dayforce is building an AI Developer Experience team within Engineering to scale high-quality, agentic development practices across the organization. This team transforms early-stage experimentation into durable, reusable engineering capabilities that development teams can adopt in real codebases under real delivery pressure. The Staff Developer, AI Experience is a senior hands-on engineering role and a key contributor to the broader AI Engineering strategy. This role focuses on building the systems, standards, workflows, and reusable development capabilities that enable engineers to work more effectively with AI-assisted and agentic coding tools. The role combines architectural thinking with hands-on implementation, helping define scalable engineering patterns while working directly within repositories and delivery environments to operationalize modern AI-driven development practices. What You’ll Get to Do Own and evolve reusable skill design patterns and coding artifact standards that drive AI-assisted development effectiveness across Engineering. Define how agent context is structured, scoped, and maintained across repositories, toolchains, and delivery pipelines. Design reusable context patterns including prompts, retrieval strategies, memory/state patterns, and tool exposure configurations. Establish practical guardrails and standards that reduce failure modes and support responsible AI-assisted development adoption. Build and maintain reusable AI agent skills, workflows, templates, scaffolding, and implementation guides. Define production-readiness standards for reusable skills including contracts, triggers, evaluation coverage, failure handling, and documentation. Partner directly with development teams to operationalize AI-assisted workflows in repositories, testing practices, and engineering delivery processes. Establish standards for emerging engineering artifacts such as AI-assisted specifications, implementation plans, and workflow patterns. Define evaluation and adoption criteria for scalable AI engineering capabilities including reliability, engineering value, and maintainability. Build data-driven visibility into AI-assisted development outcomes and ROI across Engineering. Define scalable implementation standards that support consistent and lightweight AI engineering adoption. Partner with internal platform teams and external vendors on tooling integration, feedback, and capability evolution. Help establish and evolve the AI Engineering enablement operating model including priorities, success metrics, and organizational scaling strategies. Skills and Experience We Value Strong software engineering background with experience delivering and operating complex production systems. Hands-on experience using agentic coding tools and AI-assisted development workflows on real engineering problems. Experience implementing developer workflows across repositories, testing frameworks, CI/CD pipelines, and delivery processes. Experience with context engineering including prompts, retrieval strategies, memory/state patterns, and LLM tooling configurations. Experience designing reusable agent skills with defined contracts, evaluation coverage, and operational safeguards. Demonstrated ability to define engineering standards, guardrails, and evaluation frameworks that improve consistency and quality across teams. Experience partnering directly with development teams to implement shared engineering practices. Strong technical judgment distinguishing scalable engineering practices from experimental concepts. Experience working across organizational boundaries to improve engineering effectiveness and implementation consistency. Excellent written communication skills with the ability to translate emerging technical practices into actionable engineering guidance. What Would Make You Stand Out Experience building AI engineering enablement programs at scale. Strong understanding of LLM evaluation methodologies and operational reliability patterns. Experience designing enterprise AI developer platforms or reusable internal tooling ecosystems. Demonstrated ability to influence engineering standards and adoption across large organizations. Strong understanding of balancing experimentation, governance, scalability, and developer productivity in AI-assisted engineering environments. 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. 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. 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 #LI-Remote