Sr Manager Customer Support

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 TM- Reflects our commitment to employees, customers, partners and communities globally.


Location: The successful candidate will have the opportunity to work in a hybrid environment; working remote as well as are St. Petersburg, FL
About the opportunity
Dayforce is seeking a strategic and experienced Senior Manager to lead our Managed Garnishments team. In this role, you will oversee the end-to-end garnishment process, ensuring compliance with federal and state regulations, optimizing operational efficiency, and driving team performance. You will work closely with internal stakeholders, clients, and third-party agencies to resolve complex garnishment matters, manage risk, and deliver high-quality service. This position requires a strong background in garnishment processing, leadership capabilities, and a passion for building scalable solutions in a fast-paced environment.
Our Ideal candidate has experience with:
• Cultivating highly motivated and engaged service teams, performance management, skill development, coaching and mentoring
• Clear attributes for teamwork, empowerment, and collaboration efforts, ensuring effective processes are in place to allow teams to deliver world-class solutions and services to our customers
• Providing direction and recommendations to customers and internal partners, developing, and improving operational strategy by working closely with all relevant stakeholders
• Effectively leads change initiatives, that align with overall business direction and functional goals
• Providing advice and guidance for resolving customer issues and is an escalation point for customer concerns
This is a high-impact opportunity for a dynamic leader to influence policy, shape team culture, and contribute to the long-term success of our garnishment services.
What you’ll get to do
• Confidently present and communicate key metrics and outcomes to senior leadership, offering insight into team performance and strategic alignment.
• Conduct in-depth data analysis and provide actionable recommendations to support critical decision-making at the senior management level.
• Lead, inspire, and mentor a team of Capacity Planning and Forecasting, fostering a culture of growth, collaboration, and accountability.
• Drive the standardization of garnishment processes across clients to ensure service delivery is consistent, scalable, and high-quality.
• Own team performance outcomes by ensuring effective resource allocation and achievement of established service levels, quality standards, and KPIs.
• Manage the full employee lifecycle including recruiting, hiring, onboarding, and ongoing development.
• Equip your team with the tools, training, and support needed to execute their roles effectively and grow in their careers.
• Champion and contribute to cross-functional projects that support strategic initiatives beyond the immediate team.
• Lead the design and implementation of internal controls to enhance process efficiency and operational excellence.
• Oversee the performance management process, including setting clear goals, conducting regular reviews, and providing year-end evaluations.
• Develop and maintain core metrics, ensuring timely delivery of weekly, monthly, and quarterly reporting.
Skills and experience we value
• Familiarity with the Managed Dayforce solution and service model is a valuable advantage.
• A minimum of 5 years of people leadership experience, with a demonstrated ability to drive change, build resilient teams, and lead through transformation.
• Strong problem-solving skills with the ability to remain focused, solution-oriented, and optimistic in high-pressure situations.
• Exceptional analytical thinking, capable of breaking down complex business challenges and identifying actionable solutions.
• A proven track record of successfully leading and delivering high-impact, business-critical initiatives.
• Strategic mindset with the ability to see the big picture, connect the dots, and recommend practical, scalable solutions.
• Experience with process engineering and optimization, focused on driving efficiencies and improving service delivery.
• Comfortable preparing and presenting insights and recommendations to executive leadership and key clients.
• Committed to identifying and nurturing talent while building a culture of account