Manager, Product Support

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.

UKG is seeking an amazing Manager to lead a talented support team in providing a world-class customer experience in a fast-paced, high-volume environment. Managing dynamics of the daily operation by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction whilst improving effectiveness and efficiency. This role will also be responsible for creating an environment which promotes and fosters the development and growth of team members to a sustained high level of performance. This role is pivotal to achieving our goal of delivering great customer experiences which enables customers to maximize value from their UKG solutions. Candidates must be available to work onsite at a UKG office location for a minimum of three days per week.

Responsibilities
• Lead by example in demonstrating the UKG values
• Cascade strategic and operational communications to your team
• Promote Operational Excellence within the global Support Services organisation
• Ensure adherence to established support processes (e.g. case management, problem resolution, escalation) and best practices to ensure expedited resolution of issues and positive customer experiences
• Ensure that your team documents, tracks, and manages all support requests, communications, and actions in the Salesforce CRM system
• Interact with Engineering and other technical teams & resources to facilitate complex issue resolution
• Promote Knowledge Centric Support (KCS) practices
• Successfully develop and deliver individual development plans
• Deliver a consistently high-quality service which drives customer success
Ensure the team are supported and have what they need to be successful against their performance goals
• Provide regular management updates and reports on team performance to the Support Leadership team
• Meet or exceed the established service level objectives for the Support Services team
• Act as a primary management escalation resource for customer and internal stakeholders
• Identify and implement process improvements which increase team efficiency, effectiveness and the customer experience
• Participation in on-call rotations is required to provide occasional after-hours and weekend support.
• Maintain effective communication with senior management for issue escalation and resolution.
• Available to work onsite at a UKG office location at least three days per week, including a Monday or a Friday

Basic Qualifications
•8+ years' experience in a product support environment with a minimum of 5+ years in a people leadership role

• Experience in supporting SaaS solutions.
• Excellent written, oral communication, listening and telephone skills.
• Fluent in both written and oral English.
• Exceptional organizational, time-management and planning skills.
• Strong attention to detail.
• Excellent leadership skills.
• Ability to build trust amongst your team, peers and key stakeholders
• Proven record of high customer satisfaction and key performance metrics.
• Proven track record of operational excellence.
• Excellent knowledge of customer support processes and best practices.
• Excellent customer service skills and demonstrated track record in communicating with customers, instilling confidence and building strong customer relationships
• Self-motivated and results-driven
• Ability to multi-task and prioritize critical tasks
• Strong knowledge of support tools such as CRM and knowledge management

Preferred Qualifications
• Fluent in spoken and written French is a plus
• Experience managing successful remote support teams
• Prior management experience in a support environment working with customers to resolve problems related to enterprise business applications, is a plus
• BA/BS degree in management, computer science, information technology or a related technical discipline such as engineering
• Proven experience in delivering great customer experiences in a high volume, mission critical product support environment.

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

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