Global Managed Services Director — AI-Driven Transformation

Socket.dev; United States; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical Insurance

401k with match

Stock Purchase Plan

Unlimited PTO

Paid holidays

Job summary

Dayforce is a global HCM leader seeking a Senior Director, Managed Operations to lead a multi‑functional Managed Services organization across onboarding, payroll, tax & compliance, benefits, support, and shared services. You will partner with Product, Technology, Sales, Finance, HR, Customer Success and regional leaders to deliver measurable outcomes and scalable service delivery.

The role emphasizes transforming operations through AI-enabled processes, improving customer experience, and

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.

Job description

Dayforce is a global HCM leader seeking a Senior Director, Managed Operations to lead a multi‑functional Managed Services organization across onboarding, payroll, tax & compliance, benefits, support, and shared services. You will partner with Product, Technology, Sales, Finance, HR, Customer Success and regional leaders to deliver measurable outcomes and scalable service delivery.

The role emphasizes transforming operations through AI-enabled processes, improving customer experience, and