Sr Manager, Customer Support

Ceridian HCM, Inc; United States; On-site; USD 140,000 - 170,000; Full time

Job summary

Ceridian HCM, Inc. is seeking a Sr. Manager of Customer Support to lead front-line operations in a fast-paced global SaaS environment, delivering timely, high-quality service and owning backlog, escalations, and NPS.

You will develop leaders, establish accountability, and scale the organization to meet customer and business goals. You will partner with Product, Engineering, and Customer Success to improve processes, drive automation, and deploy new capabilities that enhance the customer

Qualifications

• 15+ years in customer support leadership in SaaS.
• 10+ years leading multi-level teams.
• 4+ years global customer service leadership.
• Experience managing large-scale support operations.
• Strong analytical and stakeholder management skills.
• Bachelor’s degree in Business.

Responsibilities

• Provide operational leadership across multiple customer support teams, products, and skill sets.
• Own NPS, customer satisfaction, service levels, and escalation management.
• Create visibility into backlog, aging, severity, and health indicators.
• Drive process improvements to reduce transfers, rework, and resolution time.
• Partner with Product, Engineering, and Customer Success to remove barriers and improve outcomes.

Skills

People leadership

Customer support

SaaS operations

Cross-functional collaboration

Operational excellence

NPS & metrics

Change management

Strategic planning

Education

Bachelor's degree in Business

Job description

About the opportunity

The Sr. Manager of Customer Support is responsible for leading and evolving front-line customer support operations to deliver a timely, effective, and consistent customer experience across the case lifecycle. This leader owns organizational performance across case management, customer responsiveness, service levels, backlog, escalations, quality, productivity, and NPS while building the leadership, processes, and capabilities required to scale the organization.

As a leader of leaders, the Sr. Manager develops high-performing leaders and teams, and establishes clear accountability for customer, employee, and business outcomes. This role ensures cases are effectively owned, progressed, communicated, and resolved while continuously improving how support is delivered.

Success requires strong customer and people leadership, operational discipline, strategic thinking, and the ability to influence across organizational boundaries in a complex, fast-paced global SaaS environment.

Key Partnerships

This role partners closely with:

• Customer Operations Leadership to shape service strategy, organizational priorities, operating standards, and performance expectations.
• Centralized Planning and Resource Planning to align staffing, scheduling, capacity, proficiency, and skill coverage with customer demand.
• Customer Success to strengthen customer health, manage escalations, and improve overall service effectiveness.
• Product and Engineering to resolve complex customer issues, address defects, identify recurring product concerns, and reduce customer impact.
• Learning & Development and Talent Acquisition to strengthen leadership and technical capabilities, close proficiency gaps, and build the workforce needed for the future.
• Technology and cross-functional partners to identify opportunities to improve customer and employee experience through automation, AI, knowledge, and process improvement.

What you’ll get to do

Customer Support & Case Management

• Provide operational leadership across multiple customer support teams, products, and skill sets, ensuring timely, consistent, and high-quality service.
• Establish and reinforce organizational standards for case ownership, prioritization, response, follow-up, communication, resolution, and closure.
• Create operating mechanisms that provide visibility into backlog, case aging, severity, stalled cases, transfers, and other indicators of customer and case health.
• Anticipate customer and operational risks and ensure leaders intervene before issues become escalations or negatively impact the customer experience.
• Drive accountability across the organization for effective troubleshooting, case documentation, customer communication, ownership, and resolution.
• Identify systemic barriers to resolution and partner across the organization to remove them.

Customer Experience & Escalation Management

• Own support performance across NPS, customer satisfaction, service levels, responsiveness, resolution effectiveness, and other key customer outcomes.
• Translate customer feedback, case trends, and operational data into strategies and actions that improve the customer experience.
• Provide leadership for complex and high-impact customer escalations, ensuring clear ownership, communication, recovery plans, and resolution.
• Partner with Customer Success, Product, Engineering, and other organizations to remove barriers and establish shared accountability for customer outcomes.
• Establish service recovery strategies when customer expectations or commitments are not met.
• Identify recurring sources of customer effort and advocate for systemic improvements across processes, products, and technology.

Leadership, Talent & Organizational Capability

• Lead and develop managers and multi-level support teams, establishing clear accountability for customer outcomes, quality, productivity, engagement, and performance.
• Build leadership capability through consistent coaching, performance management, recognition, development, and clear leadership expectations.
• Establish a strong performance culture in which leaders understand their business, develop their people, and take timely action when performance or customer outcomes fall below expectations.
• Build a culture centered on customer ownership, accountability, empathy, collaboration, continuous improvement, and results.
• Develop succession plans, leadership pipelines, and critical capabilities needed to support future organizational growth.
• Create an environment where leaders and employees are empowered to solve problems, challenge inefficient processes, and improve the customer experience.

Operational Performance & Continuous Improvement

• Own the overall health and performance of support teams across demand, capacity, productivity, quality, backlog, service levels, and customer experience.
• Establish KPIs, governance, and operating rhythms that create visibility into performance, identify emerging risks, and drive timely action.
• Partner with Centralized Planning to align workforce capacity, schedules, proficiency, and skill coverage with current and forecasted customer demand.
• Identify and lead opportunities to improve case management processes, workflows, knowledge, and tools to reduce transfers, rework, resolution time, and customer effort.
• Use data and operational insights to identify root causes, prioritize improvement opportunities, and measure the impact of changes.

Support Strategy, Technology & Transformation

• Translate broader Customer Support strategy into clear priorities, operating plans, and measurable outcomes for the organization.
• Identify opportunities to simplify and scale support through process redesign, automation, AI, self-service, knowledge, and emerging technologies.
• Champion adoption of new tools and ways of working that improve customer experience, employee effectiveness, and operational performance.
• Partner across Customer Operations, Product, Engineering, Technology, and other functions to influence capabilities and investments that improve support delivery.
• Lead organizational change effectively, ensuring leaders and employees understand the purpose, expectations, and customer impact of transformation initiatives.
• Build scalable operating practices that support organizational growth and an increasingly global customer base.

Skills and experience we value

• Minimum of 15+ years of progressive experience in Customer Support, Customer Service, SaaS Operations, Technical Support, or a related customer-facing environment.
• Minimum of 10+ years of leadership experience, including significant experience leading managers and multi-level teams.
• Minimum of 4+ years of global Customer Service or Customer Support Operations leadership experience, partnering with senior and frontline leaders to drive operational and customer service excellence.
• Experience leading large-scale customer support or technical support operations in a SaaS, technology, or complex contact center environment.
• Strong understanding of case management, queues, backlog, escalations, SLAs, NPS, quality, productivity, workforce capacity, and customer experience metrics.
• Demonstrated ability to lead complex and high-impact customer escalations and drive accountability across organizational boundaries.
• Proven ability to develop leaders, manage organizational performance, build succession pipelines, and create high-performing customer support teams.
• Strong analytical and business acumen with the ability to translate customer, workforce, and performance data into strategic priorities and measurable actions.
• Demonstrated experience leading operational improvement, organizational change, or transformation initiatives.
• Strong understanding of how technology, automation, AI, knowledge, and self-service can improve customer support operations.
• Exceptional communication and stakeholder management skills, including demonstrated experience influencing senior leaders and cross-functional partners.
• Bachelor’s degree in Business.

What would make you stand out

• MBA or other advanced degree preferred.
• You have led large, global, multi-skilled support organizations in a SaaS or technical support environment.
• You think beyond individual cases and identify systemic opportunities to improve the customer experience at scale.
• You understand how strong case ownership, responsiveness, communication, and follow-through translate into customer trust, loyalty, and NPS.
• You develop strong managers and leaders who take ownership of their people, their business, and their customer outcomes.
• You combine customer feedback, operational data, and business judgment to identify issues early and drive measurable improvements.
• You have successfully used technology, automation, AI, or process transformation to improve customer and employee experiences.
• You can move comfortably between strategy and execution—setting direction while ensuring leaders deliver consistent results.
• You thrive in complex, fast-paced environments and can balance customer experience, employee engagement, operational performance, and long-term organizational capability.