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.

The Senior Manager Product Support manages a team of professionals to drive support to UKG customers. As a Senior Manager you will work to develop the team objectives and to deliver on strategic goals as sent by upper management. This role entails leading a part of the team supporting our award-winning UKG Pro Payroll, Core, and HR solutions. The Senior Manager will apply their in-depth understanding of customer support and of our business to help drive the best outcomes for our customers and UKrew team. Additionally, this role will impact the team by creating, refining, and owning the processes and methodologies used within the organization.

Primary/Essential Duties and Key Responsibilities:

• Lead and coach a team of managers on the Product Support team

• Manage the operations of the team including achievement of productivity, customer experience, and management experience OKRs

• Develop objectives and plans for the team to achieve our strategic customer service goals

• Drive initiatives for delivery of support

• Support managers in delivering a high-quality employee experience for their team

• Serve as a point of escalation as needed to help achieve customer objectives or address support challenges

Basic Qualifications

• BS/BA preferred or equivalent work experience

• 7+ years customer service management experience

• Must be able to be in office for 3 days a week

Preferred Qualifications

• Demonstrated knowledge of UKGPro Payroll & HR applications

• Confidence and strong leadership abilities

• Prior experience leading managers is preferred

• Demonstrated experience with reporting and utilizing information to make data-driven decisions

• Ability to influence decision making across the organization

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!

Equal Opportunity Employer   

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.     

View The EEO Know Your Rights poster (https:~~~/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and its supplement. (https:~~~/ofccp/regs/compliance/posters/ofccpost.htm)      

View the Pay Transparency Nondiscrimination Provision (https:~~~/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)     

UKG participates in E-Verify. View the E-Verify posters here (https:~~~/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .  

Disability Accommodation

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

The pay range for this position is $99,800 to 143,450, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at https:~~~/careers (https:~~~/careers)   

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.