Manager Customer Support

About the opportunity
The Implementation Manager – Clocks is responsible for leading a team of Implementation Consultants delivering Dayforce Clock solutions to customers. This role combines people leadership, implementation expertise, operational management, and customer focus to ensure implementations are delivered with quality, consistency, and predictable outcomes.
The Implementation Manager is accountable for the performance, development, and engagement of their team while ensuring effective allocation of resources across the implementation portfolio. They will work closely with Project Management, Services leadership, Product, Support, and other cross-functional teams to manage delivery risks, resolve escalations, improve implementation practices, and continuously strengthen the customer experience.
The successful candidate will be a strong people leader who understands SaaS implementation delivery, can operate effectively across multiple concurrent customer engagements, and is comfortable balancing day-to-day execution with longer-term improvements to processes, tools, and team capability.
What you’ll get to do

Lead, coach, and develop a team of Implementation Consultants responsible for delivering Dayforce Clock implementations.

Establish clear expectations, provide regular feedback, conduct performance discussions, and support individual development and career growth.

Manage team capacity, workload, and resource assignments to support project schedules, customer commitments, and business priorities.

Monitor implementation progress, quality, utilization, and other key delivery metrics and take action when performance or delivery is at risk.

Partner with Project Managers and implementation teams to identify, assess, and resolve project risks, issues, dependencies, and customer escalations.

Provide leadership and subject matter expertise for complex Clock implementation scenarios and customer requirements.

Ensure implementation activities follow established Dayforce methodologies, standards, documentation requirements, and best practices.

Review project health across the portfolio and proactively address delivery risks before they impact customers or project timelines.

Support consultants in setting and managing customer expectations throughout discovery, configuration, testing, deployment, and post-go-live activities.

Foster strong collaboration across Implementation, Project Management, Product, Support, Fulfillment, Services, and other teams involved in delivering Dayforce Clock solutions.

Identify opportunities to improve implementation processes, tools, documentation, training, and operating practices.

Drive consistency and scalability across the Clock implementation practice by documenting and promoting reusable solutions and best practices.

Support onboarding and enablement of new team members and ensure consultants remain current on product releases, implementation practices, and relevant technical knowledge.

Facilitate knowledge sharing across the team and encourage the development of subject matter expertise.

Participate in customer and internal escalation discussions, helping establish clear action plans, ownership, and resolution paths.

Provide leadership with visibility into delivery performance, capacity, risks, trends, and opportunities for improvement.

Support broader Services initiatives and contribute to the continued evolution of the Dayforce implementation organization.

Skills and experience we value

Bachelor’s degree or equivalent practical experience.

5+ years of experience in SaaS, HCM, workforce management, enterprise software implementation, professional services, or a related field.

Previous experience leading, coaching, or managing implementation consultants, professional services teams, or similar customer-facing teams.

Strong understanding of software implementation methodologies and the end-to-end customer implementation lifecycle.

Experience managing multiple concurrent projects, customers, priorities, and resource demands.

Demonstrated ability to identify delivery risks, resolve complex issues, and manage customer escalations effectively.

Strong people leadership skills with experience providing coaching, feedback, performance management, and employee development.

Strong customer orientation with the ability to balance customer requirements, project scope, delivery standards, and business objectives.

Excellent organization, communication, facilitation, and collaboration skills.

Ability to communicate effectively with both technical and non-technical stakeholders at multiple levels of an organization.

Strong analytical and problem-solving skills with the ability to use operational data and trends to drive decisions and improvements.

Experience working cross-functionally with Project Management, Product, Support, Engineering, Operations, or similar teams.

Ability to work effectively in a fast-paced environment and adapt to changing priorities.

Ability and willingness to support customers and teams across applicable time zones and travel to customer sites as needed.

What would make you really stand out

Experience implementing or supporting workforce management, time and attendance, payroll, HCM, or physical time clock solutions.

Previous Dayforce implementation or Dayforce product experience.

Experience leading implementation or professional services teams in a SaaS / Cloud computing environment.

Experience with one or more enterprise HCM or workforce management platforms such as Dayforce, Kronos/UKG, Workday, SAP, Oracle, PeopleSoft, Workbrain/Infor, or similar solutions.

Understanding of time and attendance business processes, workforce management practices, and physical clock deployments.

Experience with implementation capacity planning, utilization management, forecasting, and delivery performance metrics.

Experience developing implementation standards, playbooks, training programs, or continuous improvement initiatives.

Experience with business process mapping and translating customer requirements into scalable implementation solutions.

Familiarity with relational databases, SQL, integrations, APIs, XML, or related technologies.

Demonstrated success building high-performing teams and developing consultants into stronger functional and technical leaders.

Ability to remain effective under pressure and provide clear direction during complex customer or project situations.

Experience working with globally distributed teams and customers.

Ability to work an EST hours.

5 p.m. to 2 a.m. on a hybrid mode (MAU time)-aligned shift when required.

Ability to provide week end coverage when necessary