Mgr. 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.

The Role

As the Manager, you are responsible for leading a team of Support Representatives in various time zones. The team is customer-facing, primarily via phone, with UKG customers helping them troubleshoot and use UKG Pro products, with a focus on payroll and HR solutions. You'll drive business outcomes through excellent customer service while developing a high-performing, engaged team.

What You'll Do

Team Leadership and Development

• Manage front-line Product Support team for UKG Pro Suite customers

• Drive high-level customer satisfaction through effective leadership

• Oversee daily operations (metrics analysis, staffing, training)

• Coach for performance excellence and career development

• Build trust while removing barriers to success

• Foster a positive work environment that celebrates achievements

Operational Management

• Monitor case/call queues for timely resolution

• Balance workloads through case reassignment

• Conduct regular work audits with feedback

• Analyze KPIs to address trends and improve performance

• Track productivity and time management

• Participate in hiring and on-call rotation

Customer Engagement

• Ensure timely connection with all customer contacts

• Minimize handoffs for seamless customer experience

• Resolve escalations urgently with effective action plans

• Address negative survey trends with appropriate coaching

Cross-Functional Collaboration

• Work with other managers to allocate resources effectively

• Implement creative solutions and partner with Product/Engineering

• Maintain communication with cross-functional teams

• Participate in peer collaboration to share best practices

Process Improvement

• Identify and develop process improvement opportunities

• Present enhancement ideas to leadership

On-Call Management

• Prepare team for on-call responsibilities

• Lead Weekend Prep calls and maintain on-call schedule

What You'll Need

Basic Qualifications

• 5+ years of experience in payroll/SaaS management or related role

• 3+ years managing a high volume support team

• Proven leadership experience with a track record of building and managing high-performing teams

• Experience improving support metrics and implementing proactive solutions

• Strong data analysis and problem-solving skills

• Excellent communication and leadership abilities

• Proficiency in case management systems and Microsoft Office Suite

Preferred

• Bachelor's degree in Business Administration, Human Resources, or related field

• HR, Payroll, or HCM industry knowledge

Why Join

Make a direct impact on customer satisfaction and company growth while developing your leadership skills in a dynamic, fast-paced environment. Enjoy a competitive salary and benefits package along with professional growth opportunities in a collaborative and inclusive company culture.

UKG is an equal opportunity employer committed to diversity and inclusion.

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

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

View The EEO Know Your Rights poster

UKG participates in E-Verify. View the E-Verify posters here.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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 [email protected].

The pay range for this position is $78,800 to $113,300, 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://https://www.ukg.com/careers