Note: The job is a remote job and is open to candidates in USA. Dayforce is a global human capital management company offering a unified cloud HCM platform. The Senior Director, Managed Operations will lead a globally distributed Managed Services organization, driving operational excellence, customer outcomes, AI-enabled transformation, scalability, and leadership development across multiple service functions.
Responsibilities
- 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 regrettable attrition across the global workforce
- Improve SLA performance, productivity, operational consistency, and quality metrics across all operating regions
Skills
- * Demonstrated success leading AI transformation initiatives while driving aligned process re-engineering and operational excellence through automation and continuous improvement, with customer outcomes and satisfaction as the primary objective
- * Proven ability to drive innovation, continuous improvement, enterprise thinking, change leadership, and cross-functional collaboration while delivering measurable business and customer outcomes
- * A customer-obsessed leadership style that places customers at the center of every decision, develops trusted partnerships, measures success through customer outcomes, and builds strong relationships with Customer Success organizations
- * 10+ years of progressive leadership experience managing large service organizations, including Managed Services and Operations, Payroll, HCM, SaaS Operations, BPO, Shared Services, or similarly complex customer-facing operations
- * Proven experience leading geographically dispersed teams across multiple countries and cultures while managing organizational change, executing business transformation, and building high-performing leadership teams
- * Strong financial acumen with experience in workforce planning, organizational management, operational governance, capacity planning, and business performance management
- * Demonstrated customer-centric leadership, strategic thinking, systems thinking, executive presence, collaboration, influence, and data-driven decision-making in complex service organizations
- * A demonstrated ability to consistently ask, “How could this be dramatically better?”, simplify complexity, improve employee and customer experiences, and lead organizations toward an AI-native future
- * Experience leading large, globally distributed teams while creating a unified culture across regions, functions, and time zones
- * A natural curiosity that seeks to understand before recommending solutions, respectfully challenges assumptions, encourages experimentation, and promotes continuous learning
- * Exceptional objective problem-solving skills that focus on data, root-cause analysis, transparency, and creating an environment where problems are solved rather than hidden
- * An enterprise mindset that enables collaboration across organizational boundaries and balances regional needs with consistent global service delivery
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401(k) plan plus match
- Global Employee Stock Purchase Plan
- Unlimited Time Away From Work in lieu of accrued vacation time
- 10 paid US holidays
- Up to 80 hours of paid sick time
- 17 weeks of paid parental leave, subject to the terms of the applicable policy or program
- Volunteer days
- Opportunities to participate in the Dayforce Cares charity
Company Overview
Company H1B Sponsorship