Sr Mgr Product Support

Company Overview

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.

Description

The Senior Manager, Product Support will be responsible for building and leading a team of professionals both directly and through subordinate leaders to provide exemplary support to UKG customers. In this capacity, the Senior Manager will establish team objectives and execute strategic initiatives as directed by senior leadership. This position involves overseeing a segment of the team dedicated to supporting our UKG Pro Workforce Management solution. The Senior Manager will leverage comprehensive expertise in customer support and business operations to ensure optimal outcomes for both customers and the UKrew team. The role requires a holistic approach to monitoring key performance indicators, processes, and training, along with collaboration with global peers. Furthermore, this individual will be instrumental in designing, enhancing, and maintaining organizational processes and methodologies.

Primary Responsibilities

• Build and lead a new team of professionals, including direct and subordinate leadership, to support UKG customers effectively.
• Establish and communicate clear team objectives aligned with a customer-first philosophy.
• Foster a culture of exemplary customer support and continuous improvement within the team.
• Monitor and analyze key performance indicators to ensure operational excellence and customer satisfaction.
• Develop and implement strategic initiatives and organizational processes that enhance both customer experience and operational efficiency.
• Collaborate with global peers and cross-functional leaders to share best practices and resolve operational dependencies.
• Recruit, hire, and develop team members, ensuring alignment with organizational goals and a customer-centric mindset.
• Delegate responsibilities effectively, monitor progress, and provide ongoing coaching and development opportunities.
  
  

Qualifications

• 7+ years technical support management experience in a high volume support environment with at least 3 years at a Sr Management level.
• Extensive experience building and leading new teams of customer support professionals, including both direct reports and subordinate leaders.
• Successfully deliver against key KPIs and strategic objectives
• History of establishing and communicating clear team objectives that drive a culture of exemplary customer support and continuous improvement.
• Demonstrated skill in fostering an employee and customer-centric culture, resulting in improved customer satisfaction, retention, and employee engagement.
• Successful collaboration with global peers and cross-functional leaders to share best practices, resolve operational dependencies, and lead change initiatives.
• Over 7 years of technical support management, including 3+ years at a senior level, in high-volume environments.
• Built and led customer support teams, managing both direct and subordinate leaders.
• Proven ability to develop organizational talent with a customer-first philosophy.
• Demonstrated ability to consistently meet KPIs and strategic goals.
• Fostered employee and customer-centric culture, improving satisfaction, retention, and engagement.
• Collaborated with global peers and cross-functional leaders to share best practices, resolve issues, and drive change.
  
  

Working hours will align to US Business hours (9a-6p EST) and adjust by 1 hour to account for daylight savings time.

Some international travel may be required

Where we’re going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com

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