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Job Description & How to Apply Below
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.
We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.
About
The Role
In this position, 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 Ready product, with a focus on payroll, time and HR solutions. You'll drive business outcomes through excellent customer service while developing a highly performing, engaged team.
The Manager, Product Support 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. Ideally, this person will have domain knowledge in one or all the following areas:
Payroll, Time and Labor/Employee Scheduling, Human Resources, Tax, or Benefits.
What You'll Do
Primary/ Essential Duties And
Key Responsibilities
Manage a team of highly engaged individuals tasked with providing front line Product Support to our UKG Ready customers
Provide high level customer satisfaction to the UKG Ready customer base to ensure current and future customer satisfaction by instilling confidence in UKG's corporate service organization
Guide daily operations for the UKG Ready Support Team including analyzing metrics, staffing shifts, meetings, training, etc.
Manage and facilitate satisfactory resolutions to customer's service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively
Build and maintain trust and while delegating with purpose, working with employees to understand the obstacles and barriers they experience every day. Work with them to identify ways to minimize those barriers and identify/obtain tools Product Support Representatives require for successful job performance
Collaborate with a team of managers to drive the success of the organization by helping to ensure that the right resources are allocated to address customer needs
Coach for peak performance, hold the team to high standards by having regular conversations to understand their interests, 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
Measure Product Support Representative productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management
Participate in the interview and hiring process
Participation in on-call/after hour rotations is required to provide occasional after-hours support.
Preferred Qualifications /Skills
HR, Payroll, Time and Labor and/or HCM domain experience
Strong leadership, teamwork, influencing, mentoring, and coaching skills
Excellent customer skills and dedication to customer service
Strong sense of urgency in the decision-making process when assessing problems/situations
Experience with reporting & using data to make decisions
Experience with preparing and writing demonstrations, policies, training, and procedures
Interpersonal Skills
Excellent written and verbal communication skills
Conflict resolution
Excellent customer service skills
Ability to handle multiple tasks under stringent timelines
Highly motivated and team oriented
Leadership and Development
Manage front-line Product Support team for UKG Ready Suite customers
Drive high-level customer satisfaction…
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