Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. 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.
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Overall responsibility for leading and managing the production activities within the WFM Application Management Services team. This position is responsible for managing the people, processes, and technology required to successfully complete the required post-live obligations for customers. This position will be responsible for sponsoring technology and operational initiatives to improve the performance of the team, the customer's experience, and the productivity of the team. Actively participate in the resolution of day-to-day issues that arise, including problems with customers, third parties, internal teams, and our internal systems as needed.
This is a hybrid role. The employee will be expected to work 3 days/week onsite at a US Based UKG office
Duties and Responsibilities:
• Develop strong relationships and alignment with our internal partners
• Build WFM post-live processes to manage through ensuring a great customer experience
• Drive the establishment and refinement of the UKG Pro process methodology and best practices as they relate to post-live
• Creates standards of customer service that drive overall customer experience for UKG and customer retention
• Generate operational metrics to communicate and manage the performance of the production team
• Facilitate the delivery of training as required by internal or external customers
• Selects talent to build team and manages performance expectations with individuals in a People First manner
• Builds and maintains strong peer relationships within the team and across the organization.
• Escalate potential service issues and trends to Senior Management.
• Directs work within clear budgetary guidelines.
• Defines standards and reusable approaches within the Services operational framework.
• Train team members on new or enhanced operation procedures and policies.
• Implement quality control measures.
Basic Qualifications:
• 5+ years in a management role
• 3+ years of process/operational excellence experience
• Excellent written and verbal communication skills
• Proficient in Microsoft Office (Excel, Word, and PowerPoint)
• Excellent customer service skills and conflict resolution
• Ability to handle multiple tasks under tight deadlines
• Highly motivated and team oriented
Preferred Qualifications:
• 3+ years of HCM/WFM industry experience
• Bachelor degree in Business, Accounting, Computer Science or a related field or equivalent work experience, will be considered
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
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 and its supplement.
View the Pay Transparency Nondiscrimination Provision
UKG participates in E-Verify. View the E-Verify posters here.
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.
USA Pay Transparency:
The pay range for this position is $$99,800.00 to $143,450.00 USD, 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://www.ukg.com/careers