Service Operations Manager - Hardware Products

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About the Role

The Service Operations Manager - HW Products oversees UKG's largest contract manufacturing / repair operations, based in the United States, contracted through a 3rd party provider of HW (Hardware) repair, return, and order fulfillment services. The primary roles & responsibilities of this position involve product lifecycle support of UKG's timeclocks from new product introduction through end-of-life support and services. Oversight of UKG's 3rd party provider involves ensuring that staffing, processes & methods, tools, equipment, and materials are managed properly to ensure full satisfaction of UKG's customers and compliance with service contracts. The operation supports end customers based in the United States, Canada, Mexico, the Caribbean, and Latin America. The operation also supports worldwide RMA credit returns and urgent sales shipments to the lower 48 U.S. states. The Service Operations Manager - HW Products is responsible for all commercial and operational aspects including cost center budgets, pricing, SOWs, business reviews, and performance KPIs. Additionally, this position is often called upon to support UKG's mergers & acquisitions that involve HW products and operations. As such, this position manages another 3rd party provider, based in the United States, that fulfills sales orders for acquired / legacy UKG products.

• Oversees all commercial and operational aspects of UKG's largest contract manufacturing / repair operations

• Manages 3rd party business / supplier relationships, escalations, cost center budgets, product purchase orders, and contractual terms & conditions

• Manages UKG product inventory levels and last-time buys / positions to support customer service contracts

• Manages customer / credit returns, factory product transfers, trade in programs, emergency sales, and restocking of UKG consigned materials

• Creates and manages several cost center budgets, including cross charges to various UKG legal entities

• Serves as primary contact for Finance for product inventory and repair operations costs / expenses

• Supports mergers & acquisitions involving HW products when support is required for ongoing order fulfillment and repair & return operations

• Supports UKG's international repair operations with technical support and product replenishments

Basic Qualifications

• 5+ years' experience in an operations manager position(s), accountable for strategy, planning, execution, and performance of the operations

• 5+ years' experience managing one or more contract manufacturers, including commercial and operational aspects

• Expert knowledge of order fulfillment, repair, and return operations, support, and services

• Technical knowledge of electro-mechanical hardware devices

• Strong problem-solving and root cause analysis capabilities and skills

• Strong financial acumen

• Experience with an ERP system(s) e.g. ORACLE and / or D365

Preferred Qualifications

• Bachelor's degree in electrical engineering

• Experience with leading global order fulfillment, repair, and return operations, support, and services

• Can be entrusted to effectively communicate across all levels of the organization; Drives process improvements

• Acts accountably, from a place of ownership; Works autonomously, with initiative, and proactively; Achieves results through extended team of colleagues and stakeholders

• Proficient in the use of MS Office applications

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 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.

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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 $112,300 - $161,400, 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