In this Senior Management position, the Senior Product Support Manager is primarily responsible for leading a team of Product Support Leaders and associates who, in turn, assist customers with the use and usability of our application. Your role involves troubleshooting and resolving complex issues while ensuring exceptional service. Additionally, you will be the key point of contact for critical needs, including deescalating customer concerns and finding effective solutions to inquiries as well as business challenges. Your excellent communication and active listening skills will enable you to remain well-spoken, even in high-pressure situations, fostering a healthy partnership between UKG and each customer.

About the Team:

Join a talented, energetic, and innovative group, leading a support group dedicated to providing exceptional support services to the UKG Ready customer base. As a Senior Manager, you will oversee and guide leaders and managers within the support center, driving enhancements and aligning resources, projects, and training to ensure unparalleled customer satisfaction.

Duties and Responsibilities:
• Lead and guide a team of highly engaged leaders and associates tasked with providing front-line Product Support to our UKG Ready Customers
• Take ownership of the UKG/customer relationship for an assigned customer group within the Ready customer base
• Manage and facilitate comprehensive resolutions to customer service issues, including identifying call escalations, formulating action plans, and effectively utilizing resources
• Ensure high-level customer satisfaction among the UKG Ready customer base to secure current and future customer satisfaction, instilling confidence in UKG's global support organization
• Oversee daily operations for the support team, including analyzing metrics, reporting KPIs, and fostering a positive team culture
• Build and maintain trust while purposefully delegating responsibilities.
• Work with leaders and managers to understand daily challenges, minimize barriers, and identify/obtain tools required for successful job performance
• Coach for peak performance, set high standards, and drive career growth by understanding team members' interests and aspirations
• Offer and implement creative solutions within product support, collaborating effectively with other UKG departments, especially Product and Engineering
• Participate in the interview and hiring process
• Be part of on-call/after-hour rotations, providing occasional after-hours support -

Basic Qualifications:
•5+ years of people management experience in a customer support or technical support environment

· 7+ years customer service management experience

•Must be in office 3 days a week either in Lowell, MA or Maitland, FL

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

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.

The pay range for this position is $99,800 to 143,450, 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