About the Opportunity The Sr. Director, Customer Support is a highly visible leadership role responsible for translating business strategy into workforce execution across forecasting, capacity planning, scheduling alignment, real-time performance management, workload distribution, and operational reporting.

This role serves as the connection between demand signals and operational execution, ensuring Customer Support is appropriately staffed, work is balanced effectively, service levels are maintained, and financial targets are supported.

Working closely with Global Business Operations, Resource Planning, Finance, and Customer Support leadership, you will align forecasting, staffing strategies, operational performance, and business priorities while building robust cross-functional relationships and driving operational excellence. Success in this role requires the ability to influence stakeholders, negotiate mutually beneficial outcomes, and lead both direct and indirect teams while maintaining a strong focus on customer satisfaction.

What You'll Get to Do

Forecasting & Demand Alignment Partner with Global Business Operations to develop and refine short- and long-term demand forecasts.

Align forecasting assumptions with Customer Support drivers, including volume trends, product changes, seasonality, and growth initiatives.

Own forecast accuracy within Customer Support and proactively manage forecast variance.

Ensure operational leaders understand forecast implications and associated risks.

Capacity

Planning & Workforce Strategy Translate demand forecasts into staffing requirements across roles, skill sets, and regions.

Partner with Resource Planning to align hiring plans and ramp timelines.

Collaborate with Finance to ensure staffing plans align with budget targets and productivity assumptions.





Conduct scenario modeling to prepare for volume spikes, attrition, and changing business needs. Scheduling & Real-Time Optimization Provide strategic oversight and direction for scheduling processes executed by Resource Planning.

Ensure schedules align with forecasted demand and service commitments.

Monitor intraday performance and enable adjustments to protect service levels.

Establish attendance and schedule adherence standards in partnership with operational leaders. Work Distribution & Load Balancing Design and oversee processes for equitable and efficient workload distribution.

Monitor case, ticket, and queue imbalances and make real-time adjustments as needed.

Identify automation and routing improvements to increase efficiency and fairness.

Proactively manage workloads to prevent burnout and underutilization.

Performance

Reporting & Operational Insights Partner with Global Business Operations to ensure consistent and accurate reporting across Customer Support.

Develop workforce dashboards linking demand, staffing, productivity, and service outcomes.

Deliver executive-ready insights to Customer Support leadership.

Identify trends, risks, and opportunities to improve workforce strategy and operational performance. Leadership & Governance Lead and develop the Centralized Planning function within Customer Support.

Establish operational rhythms, including forecast reviews, capacity reviews, and workforce performance reviews.





Drive global standardization across workforce planning processes.

Elevate workforce planning from a reactive support function to a proactive strategic capability.

Skills and Experience We Value Seven or more years of experience in workforce planning, customer operations strategy, or operational analytics.

Three or more years of experience leading workforce planning, workforce management, or analytics teams.

Deep understanding of Customer Support environments, including case management, support queues, service level agreements (SLAs), and multi-skilled workforce planning.

Experience collaborating across global, cross-functional organizations.

Proven experience in operational planning and forecasting; Six Sigma or similar methodology is preferred.

Strong problem-solving skills with the ability to translate complex challenges into practical, executable solutions.

Technology-focused mindset with the ability to leverage tools that improve operational scale and productivity.

Proven experience delivering measurable improvements in customer satisfaction (NPS) and operational efficiency through workforce planning and operating models that anticipate future business needs.

What Would Make You Stand Out

Experience leading centralized workforce planning functions within large, global customer support organizations.

Experience developing enterprise workforce planning frameworks and governance models.

Strong executive presence with the ability to influence senior leaders across Operations, Finance, and Business Operations.

Experience using advanced workforce planning, forecasting, and analytics tools to drive strategic decision-making.

Demonstrated success leading organizational transformation and operational planning initiatives.

📌 Sr Director Customer Support (Canada)
🏢 Dayforce
📍 Canada