Manager, Customer Care

Job description

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 The Global Customer Care organization is a foundational pillar within our broader Greater Support Organization. We are driven by our excitement in providing customers with an extraordinary, seamless support experience worldwide! Our team is comprised of a diverse mix of backgrounds and experiences working together toward the shared goal of helping our customers succeed. As a truly global network, Global Customer Care operates across the US, Costa Rica, Ireland, New Zealand, Poland, and India. Within EMEA, our footprint spans two key locations: a highly tenured, established team in Dublin, Ireland, and a newly established, rapidly growing team in Warsaw, Poland. About the Role As the Customer Care Manager for EMEA, you will lead and align our dual-site Customer Care operations across both Warsaw and Dublin, serving as a vital bridge between EMEA and our Global Customer Care leadership within the Greater Support Organization. In this role, you will balance local team development with global alignment—driving the ramp-up of our new Warsaw site, engaging our experienced Dublin team, and ensuring EMEA operations are deeply connected to our worldwide support initiatives, product strategies, and global support network. Key ResponsibilitiesDual-Site & Global Leadership: Lead, coach, and support Customer Care Analysts across Dublin and Warsaw, creating a unified EMEA culture while deeply connecting the region to our Global Customer Care colleagues in the US, Costa Rica, New Zealand, and India. Support Org Alignment: Act as the primary bridge between EMEA operations and Global Customer Care leadership within the Greater Support Organization—aligning local workflows, tools, and goals with global initiatives. Team Growth & Ramping (Warsaw): Drive the development of the new Warsaw team, focusing on hiring, onboarding, skill-building, and establishing efficient local routines. Talent Retention & Strategy (Dublin): Partner with the tenured Dublin team to maintain high engagement, foster career development, and leverage their deep institutional knowledge across the global org. Cross-Site Knowledge Transfer: Facilitate seamless collaboration and continuous learning between Dublin, Warsaw, and international teams to ensure consistent global service delivery. Escalation Management: Serve as the primary EMEA lead for high-impact customer issues, coordinating resolution across cross-functional teams in the Greater Support Org (Product Support, Compliance, Legal, Customer Success) and leading client communications. Process Optimization: Define, maintain, and harmonize business processes to ensure operational consistency across both EMEA sites and align with Global Customer Care standards. Schedule Flexibility: Occasional evening and weekend hours will be required to support global coverage and critical customer escalations. About You Basic Qualifications3+ years of direct experience managing, coaching, and developing customer support or service teams. Strong background in customer service within a SaaS and Platform as a Service (PaaS) environment. Hands-on experience using enterprise CRM or case management platforms (e.g., Salesforce, Jira). Validated digital literacy with standard business productivity tools (Excel, Word, PowerPoint, enterprise software). Additional / Preferred QualificationsProven experience leading multi-site, distributed, or global teams within a larger global support organization. Experience balancing the needs of a newly established site alongside a tenured, highly experienced team. Strong cross-cultural communication skills and the ability to build collaborative relationships with global stakeholders across time zones. Strategic mindset with the ability to quickly master complex operational workflows and software systems. Exceptional verbal and written communication skills in English; fluency in additional European languages is a plus. Why Join Us?This is a high-impact leadership position offering the best of both worlds: the excitement of scaling a fresh team in Warsaw and leading an established hub in Dublin, combined with the opportunity to shape operations within our Global Customer Care organization as part of the Greater Support Org. Workday Pay Transparency Statement (For EU Locations Only) Listed below is the base salary range applicable to this position. Workday pay ranges (and the precise pay offered to the successful candidate) are based on a number of objective criteria such as relevant experience and skills, and educational qualifications, level of responsibility, demands of the role, work location and business need. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants awarded by Workday Inc. For more information regarding Workday’s comprehensive benefits, please click here. Primary Location Base Pay Range: zł183,500 PLN - zł275,300 PLN Poland Our Approach to Flexible Work 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. 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. 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. Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process! At Workday, we value our candidates’ privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers. Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not. In addition, Workday will never ask candidates to pay a recruiting fee, or pay for co