Description: About the Team:
Come join a talented, energetic, and innovative group, managing a support team chartered to provide support services to the UKG Pro and WFM 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 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 of the following areas: Payroll, Time and Labor/Employee Scheduling, Human Resources, Tax, or Benefits.

Duties and Responsibilities:
•Manage a team of highly engaged individuals tasked with providing front line Product Support to our UKG Pro and WFM customers
•Provide high level customer satisfaction to the UKG Pro and WFM customer base to ensure current and future customer satisfaction by instilling confidence in UKG's corporate service organization
•Guide daily operations for the UKG Pro and WFM 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

Qualifications: Basic Qualifications:
•2-5+ years' experience coaching and/or developing a customer support or technical support team

Preferred Qualifications:
•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
•Bachelor's Degree preferred

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.

***In the below paragraphs, you need to ensure you're entering the pay rates for all US jobs where indicated after you paste the language into UKG Pro Recruiting

The pay range for this position is $76,500 to $110,000, 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