Sr Director, Managed Operations

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 prom ise - Makes Work Life Better - Reflec ts our commitment to employees, customers, partners and communities globally.

About the Opportunity

The Senior Director, Managed Operations is responsible for leading a Managed Services organization that delivers exceptional customer outcomes through operational excellence, consultative customer partnerships, and continuous transformation. This leader oversees multiple Managed Services and Operations functions, which may include a combination of Customer Onboarding, Payroll Operations, Tax & Compliance, Benefits, Customer Support, and Shared Services, while leading a high-performing team distributed across multiple global regions. The role is responsible for building a customer-centric organization that scales effectively while leveraging the strengths of a diverse global workforce.

Success in this role is measured not only by operational performance, but by the ability to develop leaders, strengthen customer relationships, improve employee engagement, simplify operations, and drive meaningful business transformation. The successful candidate is a strategic leader who approaches every challenge with curiosity, objective problem solving, and a beginner's mindset. They continuously challenge assumptions, seek better ways of working, and inspire teams to improve the customer experience every day.

This executive partners across Product Management, Technology, Sales, Finance, HR, Customer Success, and Professional Services to deliver measurable customer outcomes while fostering collaboration across a globally distributed workforce. The successful leader will shape the future of Managed Services by driving AI-enabled transformation, operational scalability, customer success, and leadership excellence across teams located in multiple countries and regions.

What You'll Get to Do

• Lead the Managed Services organization across Customer Onboarding, Payroll Operations, Tax & Compliance, Benefits, Customer Support, and Shared Services, ensuring delivery of contractual customer commitments, SLA performance, operational governance, and business continuity across a globally distributed workforce.
• Develop and execute the long-term strategy for Managed Services by leading AI transformation, simplifying operations, increasing automation, improving scalability, and delivering initiatives that improve quality, efficiency, customer satisfaction, and employee experience.
• Build trusted advisor relationships with customers by understanding business objectives, delivering consultative solutions, evaluating operational decisions from the customer’s perspective, proactively improving the customer experience, and reducing recurring customer issues through continuous improvement rather than reactive escalation management.
• Partner closely with Product Management, Technology, Sales, Finance, HR, Customer Success, Professional Services, and regional operational leaders to influence enterprise decisions using data, customer insights, and thoughtful recommendations while ensuring consistent service delivery and operational excellence worldwide.
• Lead and develop a diverse workforce across multiple geographies by building an engaged, high-performing, and accountable culture through coaching, mentoring, succession planning, talent development, inclusion, psychological safety, transparency, and consistent communication.
• Develop annual operating plans, budgets, workforce strategies, capacity models, and operational performance metrics while driving productivity, consistency, operational quality, compliance, risk management, and continuous improvement across all regions.
• Champion transformational leadership by continuously challenging assumptions, simplifying complexity, improving employee and customer experiences, driving automation, embracing AI-native operating models, solving root causes using data, and making enterprise-wide decisions that benefit the business as a whole.
• During the first 12 months, demonstrate measurable progress in transformation through simplified operational processes, increased automation, reduced manual effort, and multiple completed improvement initiatives.
• Improve customer satisfaction, strengthen executive customer relationships, reduce recurring escalations, and improve customer retention.
• Increase employee engagement, strengthen the succession bench and leadership capability, and reduce