Technical Product Ops Specialist II

, assurance, and early risk detection. The Emerald Command Center role ensures Integration care, and customer-specific process monitoring, tailored health checks for UKG's most strategic premium customers. This role blends customer specific monitoring, analytical insight, and intelligence to prevent issues before they occur and to maintain executive confidence in UKG-managed operations.

Core Functions:
• Proactive Monitoring & Assurance - Prevent operational disruptions through continuous system and integration oversight.
• Customer-Specific Intelligence - Deliver tailored health checks aligned to each customer's unique payroll and workforce processes.
• Operational Risk Prevention - Identify anomalies early and coordinate resolution before customer impact.

Key Responsibilities
Proactive Monitoring & Command Center Operations
• Continuously monitor customer specific integrations, processes, and data flows across UKG platforms.
• Perform overnight and scheduled health checks to identify failures, latency, or data anomalies.
• Proactively detect risks impacting payroll accuracy, workforce data integrity, and downstream processes.
• Maintain vigilance over inbound and outbound integrations, including third-party vendors and customer-specific feeds.
Customer-Specific Health Checks
• Run tailored system health checks based on each customer's configuration, integrations, and critical processes.
• Develop and refine monitoring rules aligned to customer priorities and business cycles.
• Document findings and surface insights that strengthen long-term operational stability.
Payroll Assurance & Process Reviews
• Execute payroll assurance activities, validating readiness before payroll close.
• Conduct periodic payroll and process reviews to confirm accuracy, consistency, and compliance.
• Identify trends, repeat issues, or emerging risks and recommend preventive actions.
• Ensure customer-specific payroll calendars, cutoffs, and dependencies are respected and protected.
Cross-Functional Collaboration & Escalation
• Partner closely with Emerald Experience Managers, Product, Engineering, Integration teams, and Support.
• Initiate proactive escalations when risks are identified, ensuring timely resolution.
• Contribute to root cause analysis and post-incident reviews to prevent recurrence.
• Share insights and patterns that inform product improvements and monitoring enhancements.

Impact:
The Command Center Specialist ensures Emerald customers experience confidence without interruption. Through proactive monitoring, precision assurance, and customer-specific intelligence, this role prevents payroll disruptions, protects critical integrations, and preserves executive trust in UKG's solutions and partnership. This role is measured by issues avoided, risks mitigated, and confidence sustained not tickets closed.

Duties and Responsibilities:
• Proactively monitor integrations, payroll processes, and system health.
• Execute tailored health checks and assurance routines.
• Identify and escalate risks before customer impact.
• Support payroll assurance and validation activities.
• Collaborate cross-functionally to resolve and prevent issues.
• Maintain accurate documentation and operational insights.
• Be measured by outcomes: risk prevented, stability ensured, and confidence delivered.

Basic Qualifications:
• Strong technical understanding of UKG Pro, Pro WFM, HRSD or similar HCM platforms.
• Experience with UKG specific integrations, payroll processes, or customer process monitoring.
• Analytical mindset with strong attention to detail.
• Ability to manage multiple monitoring activities simultaneously.
• Clear written and verbal communication skills.

Preferred Qualifications:
• 2-3+ years in HCM operations, payroll systems, integrations, or technical support roles.
• Familiarity with WFM, payroll processes, compliance dependencies, and downstream impacts.
• Experience supporting global or enterprise customers.
• Ability to anticipate issues and recommend preventive solutions.
• Shift work would be required
• Occasional Weekend support would be needed

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

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 [email protected]