Manager, Support Delivery

Customer Support Manager

Your work days are brighter here. We're obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we're shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you'll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We're in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you'll do meaningful work with Workmates who've got your back. In return, we'll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you've found a match in Workday, and we hope to be a match for you too.

About the Role

Workday's customer base continues to grow as does the need for continued and excellent customer support. As a Customer Support Manager, you will lead a team in providing top-notch support to customers and consultants on complex products and applications.

What would you do all day?

• Lead a Workday Applications Support team, hiring, and retaining the best software support people now, and planning for future business needs
• Enable your team of analysts by removing roadblocks and empowering them to drive success autonomously, while maintaining our high levels of customer satisfaction
• Act as the escalation manager for high impact customer issues, driving problems to resolution, and handling the communications within Workday and with the clients
• Actively monitor triggers for possible critical situations in order to prevent escalations
• Establish relationships with customers, especially key or strategic customers
• Collaborate with internal teams (Development, Product Management, Quality Assurance, Services) on trending customer issues and ensure external communications are accurate and clear
• Identify employee training opportunities to ensure staff is highly proficient with Workday services and internal processes
• Ensure quality of case handling, paying particular attention to communications, timely responses, specific care for sensitive customers, and proper use of Knowledge process
• Participate in and help schedule 24X7 on call coverage
• Assess key metrics for supported product area, analyzing the data for improvement ideas, and taking action to drive change
• Uphold Workday's policies for data security and customer data access

About You

Basic Qualifications 4+ years leading a technical team and/or experience with managing software engineering teams. 6+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone.

Other Qualifications Demonstrable ability to collaborate and build strong relationships with customers and to engage across corporate functions (Services, Product Management, Development, QA, Operations) Ability to generate a sense of urgency and rally appropriate resources Strong problem solving, priority setting, facilitation, multi-tasking, and analytical skills Ability to mentor, coach and lead a team to success Prior experience with HCM, Talent Acquisition, Learning or other enterprise software applications Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes Ability to balance multiple priorities and communicate across diverse teams within the organization Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities Solid understanding of case handling and escalation process Prior experience with Knowledge-centered service (KCS)

With Flex Work, we're combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

At Workday, we are committed to providing an accessible and inclusive hiring experience where all candidates can fully demonstrate their skills. If you require assistance or an accommodation at any point, please email accommodations@workday.com.