UKG (Ultimate Software Group)

Manager, Product Support

General Information

Ref #:

20240037816

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Lowell - Massachusetts - United States, Maitland - Florida - United States, St. Louis - Missouri - United States, Weston - Florida - United States

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG

Description & Qualifications

Description

About the Team:

Join a talented, energetic, and innovative group, managing a support team chartered to provide support services to the UKG Pro and WFM/UTM customer base. Oversee support resources in providing exceptional customer product support and resolution in a fast-paced, high-volume environment. Manage dynamics of the daily operation by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction.

About the Role:

In this position, the Product Support Manager is primarily responsible for a team of Product Support Representatives who will assist customers with the use and usability of our application, troubleshooting and resolving issues while providing exceptional service. Additionally, the Product Support Manager is responsible for assigned customers and is the customers’ point of contact for critical needs, including deescalating customer concerns and finding effective solutions to their inquiries. Ideally, this person has excellent communication and active listening skills which enables them to remain well-spoken, even in high-pressure situations, in order to effectively address customer concerns and maintain a healthy partnership between UKG and each customer.

Duties and Responsibilities:

•Manage a team of highly engaged individuals tasked with providing front line Product Support to our UKG Pro and WFM/UTM Customers.

•Own the UKG / customer relationship for an assigned customer group within the Pro and WFM/UTM customer base.

•Manage and facilitate complete resolutions to customer service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively.

•Provide high-level customer satisfaction to the UKG Pro and WFM/UTM customer base to ensure current and future customer satisfaction by instilling confidence in UKG's global support organization.

•Manage daily operations for the support team, including analyzing metrics, reporting and sharing KPIs, and building team culture.

•Build and maintain trust while delegating purposefully, work with employees to understand the obstacles and barriers they experience daily. Identify ways to minimize those barriers and identify/obtain tools Product Support Representatives require for successful job performance.

•Coach for peak performance, hold the team to high standards by having regular conversations to understand their interests and aspirations and drive career growth. Look for opportunities for your team to expand and grow their skill sets and experiences.

•Offer and implement creative solutions within product support. Collaborate and partner effectively with other UKG departments, especially Product and Engineering departments.

•Participate in the interview and hiring process.

•Participation in on-call/ after-hour rotations is required to provide occasional after-hours support.

Qualifications

About You:

Basic Qualifications:

•3+ years of people management experience in a customer support or technical support environment

Preferred Qualifications:

•HR, Payroll, Time and Labor and/or HCM domain experience

•Proficiency in Microsoft Suite Applications including, Word, Excel, Outlook, and Teams

•Knowledge of support tools such as Salesforce, Jarvis, RingCentral, or other remote access tools

•Experience with reporting & using data to make decisions

•Strong leadership, teamwork, influencing, mentoring, and coaching skills

•Experience preparing and writing demonstrations, proposals, policies, procedures, job descriptions, and schedules

•Ability to multi-task and prioritize projects, time manage, and practice detail-oriented organizational skills

•Excellent customer skills and dedication to customer service

•Bachelor's Degree

EEO Statement

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://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and its supplement .

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

UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/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 UKGCareers@ukg.com.