Critical Situation Manager

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 Critical Situation Manager (Crit Sit Manager) is a highly challenging and visible role focused on improving customer satisfaction with escalated or high-impact incidents. This individual will act as the customer's advocate within Workday. engaging and driving escalated issues to resolution by coordinating the correct resources within Global Support and with our partners elsewhere in the Workday organization. This role requires a strong understanding of incident management best practices, excellent communication and coordination skills, and the ability to effectively lead and collaborate with cross-functional teams.

About The Role

Workday’s customer base continues to grow as does the need for continued and excellent customer support. Our Critical Situation Manager will be focused on improving customer satisfaction and time to resolution for escalated issues around the globe. This role will coordinate internal efforts to resolve escalated issues that have a significant impact on the business relationship or affect customer productivity. The Critical Situation Manager will also be responsible for developing and monitoring dashboards for trends to reduce the amount of escalations and improve overall customer satisfaction.

About You

Key Areas of Responsibility:

• Identify critical incidents and high-impact customer facing issues (e.g., Recruiting or Payroll related, hot patches, data recovery, Security incidents)
• Assemble the necessary technical teams and leadership to address the incident
• Establish a clear communication channel to keep all stakeholders informed about the situation, including updates on the issue, mitigation efforts, and estimated resolution time. As the centerpoint for Support’s internal communication during an incident (e.g., leadership communication, FAQs, TAMs, Alert updates), allow Support teammates to focus on case-level communication, escalations, and customer outreach.
• Make critical decisions regarding escalation, resource allocation, and communication strategies during the incident
• Monitor the scope of the issue and its impact on customers, providing regular updates to key decision-makers
• After resolving the incident, participate in Correction of Error/problem management work to identify root causes, implement preventive measures, and improve future response processes especially within Support.
• Identify and document incident trends. Collaborate with Support domain leaders and P&T on corrective actions.
• Participate in a rotating schedule as Shift Advisor for weekend support.

• 5+ years of experience in product support, customer success, account management or consulting for large, complex HCM/Financial systems (SaaS preferred)
• Act with sense of urgency and drive
• Strong written, verbal communication and presentation skills
• Ability to drive escalations through defined process to resolution
• Strong conflict management skills
• Experience influencing people across functional boundaries
• Effective working with global or international operations
• Ability to work effectively in high stress situations

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.

Workday is committed to providing reasonable accommodations for qualified individuals during our application process, in order to perform one or more essential functions of their job, as well as regarding the use of AI tools for employment decision-making to any degree. Please see below for more details including how to request an accommodation as a qualified veteran, due to a disability or for religious reasons, or as otherwise provided under applicable law.

Workday prohibits taking adverse action against any candidate or employee for reporting a possible violation of this policy, requesting one or more work accommodations, exercising a privacy right, or cooperating in an investigation in accordance with applicable law. Any employee who retaliates against a candidate or employee for doing so may be subject to disciplinary action, up to and including termination of employment, to the fullest extent allowable under applicable law.

If you require a reasonable accommodation, you may email [email protected], as far in advance as possible.

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