Customer Care Director & Customer Support Site Leader at Workday

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 Team

Our Customer Care team is part of our Global Customer Support organization. The team collaborates with multiple internal and external stakeholders to resolve customer issues and requests related to handling non-product inquiries, tenant management requests, customer onboarding, and guidance through mergers and acquisitions. This team puts as much effort into having fun as they do achieving customer success

About the Role

As a Director of Customer Care your role will be to lead a global team of customer care professionals dedicated to providing the Workday Way of Support to our valued customers. With your dual responsibility as Support site leader for our Costa Rica office, you will be responsible for driving customer satisfaction and advocacy by fostering a culture of excellence within the team.

Customer Care Responsibilities:

• Lead and mentor a team of customer care managers and analysts, providing guidance, coaching, and development opportunities.

• Develop and implement strategies to improve customer satisfaction, reduce resolution times, and enhance the overall customer experience.

• Monitor key performance indicators (KPIs) and service levels, identifying areas for improvement and implementing corrective actions.

• Manage customer escalations and ensure timely resolution of complex issues.

• Collaborate with cross-functional teams, including product development, engineering, and sales, to address customer feedback and improve product and service offerings.

• Drive continuous improvement initiatives to optimize processes, tools, and resources.

• Foster a positive and supportive work environment that encourages teamwork, innovation, and accountability.

Costa Rica Support Site Leader Responsibilities:

• Mentor and develop our talented people leaders in Costa Rica, fostering a culture of excellence and high performance.

• Act as the voice of our Costa Rica team at the local site level, ensuring their needs and perspectives are represented in global discussions.

• Manage highly escalated customer situations, demonstrating your commitment to delivering outstanding service and support.

• Cultivate a strong sense of connectedness and belonging among the Customer Support team in Costa Rica, contributing to a vibrant and inclusive workplace culture.

About You

The ideal Customer Care Director excels in customer facing interactions, project management, business analysis, process and automation improvement and leadership. This role requires a strategic thinker with a passion for customer success, a passion for using technology to scale, and a proven track record of building and motivating high-performing teams.

Basic Qualifications:

• 8+ years of experience in People Management, with experience managing global teams

• 6+ years of experience in a Customer Service position at a SaaS company (preferably within Customer Support), supporting large enterprise clients

Other Qualifications:

• Proven track record of building and managing high-performing teams.

• Deep understanding of customer care principles and best practices.

• Consistent record of handling complex issues strategically and effectively guide teams towards resolutions.

• Exceptional leadership skills with experience in engaging and influencing high-level stakeholders, including C-Level executives.

• A history of delivering outstanding customer service.

• Superior communication skills, capable of not only leading meetings and webinars but also inspiring and sharing a vision.

• The ability to foresee and navigate high-stress situations, aligning them with long-term strategic goals.

• Advanced planning and organizational capabilities, with a strong emphasis on project management.

• Proficient in analytical thinking, problem-solving, and multitasking, with a strive to turn challenges into opportunities.

• Experience with Case Management & CRM systems and other customer support tools.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!