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™- Reflects our commitment to employees, customers, partners and communities globally.
About the opportunity
This role serves as the strategic operations partner for Customer Operations transformation initiatives, with a primary focus on AI, automation, and next-generation operating models. The role is responsible for translating emerging capabilities (AI tools, automation, new workflows) into scalable, executable operating frameworks that improve efficiency, customer experience, and cost-to-serve.
As the Principal GCO Business Partner, you influence how GCO defines and executes its operational strategy. You bring a global perspective, aligning insights, forecasting, and process optimization to enable customer and business success.
What you’ll get to do
- Partner with GCO executives to shape business strategy and align operating rhythms across teams.
- Lead global forecasting, planning, and performance analysis frameworks.
- Standardize KPIs and processes to ensure visibility, consistency, and scalability.
- Deliver actionable insights to executives through data storytelling and scenario modeling.
- Represent GCO Operations in enterprise initiatives focused on customer and revenue optimization.
AI & Automation Operationalization
- Partner with Product, AI, and Customer Operations leaders to operationalize AI-enabled capabilities (e.g., Support Assistant, intelligent routing, automation tools) from concept through scaled adoption.
- Define workflows, guardrails, and success metrics to ensure AI tools are embedded effectively into day-to-day operations.
- Establish feedback loops, performance tracking, and continuous improvement mechanisms to refine AI-driven experiences over time.
Transformation Program Leadership
- Lead operational execution of large-scale transformation initiatives ensuring alignment across Support, Managed, Tax, and other Customer Ops functions.
- Translate high-level transformation goals into clear operating models, processes, and adoption plans.
- Identify and remove friction points across workflows to improve speed, scalability, and consistency of delivery.
Operating Model Design in Ambiguous Environments
- Build scalable frameworks, playbooks, and governance structures in environments where systems, processes, or ownership models are still evolving.
- Create clarity in roles, responsibilities, and process flows when transformation initiatives are launched ahead of full infrastructure readiness.
- Enable teams to adopt new ways of working with minimal disruption to ongoing operations.
Cross-Functional Integration
- Act as the connective layer between Customer Operations, Product, IT, Transformation, and Enablement teams.
- Manage dependencies related to system limitations, product maturity, and technical delivery timelines.
- Ensure operational readiness is aligned with product releases and transformation milestones.
Process Innovation & Efficiency
- Identify and scale opportunities for automation, workflow simplification, and reduction of manual effort across Customer Operations.
- Drive initiatives that improve response consistency, increase self-service, and enhance overall customer experience.
- Contribute to long-term improvements in cost-to-serve and operational scalability.
Change Management & Adoption
- Develop enablement strategies, training approaches, and communication plans to support adoption of new tools and processes.
- Ensure front-line teams have the clarity, documentation, and support needed to operate effectively in new models.
- Monitor adoption risks and proactively intervene to maintain momentum across transformation initiatives
Skills and experience we value
- Advanced analytical and executive communication skills.
- Experience with enterprise forecasting, financial modeling, and operational analytics.
- Ability to connect cross-functional strategies into cohesive operational execution.
bachelor’s degree in business or related field; MBA desirable.
- 5-8 years of experience in global operations or strategy roles.
What’s in it for you
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
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