Mgr. Product Support

General Information

Ref #:

20240037694

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Lowell - Massachusetts - United States, Santa Ana - California - 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:

Come join a talented, energetic, and innovative group, managing a support team chartered to provide exceptional support services to the UKG Ready 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, HR or Benefits as well as previous experience managing teams of support representatives.

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 technical 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 as well as an on-call rotation

Qualifications

Basic Qualifications:• 2-4+ years' experience coaching, developing, and/or managing a team of approximately 8-10 employees• Demonstrated dedication to customer service and experience managing customer relationships and escalations• Experience working in an environment which requires effective time management and the ability to multitask/prioritize projects

Preferred Qualifications:• HR, Payroll, Time and Labor and/or HCM domain experience• Bachelor's Degree preferred• Experience with reporting & using data to make decisions• Experience with preparing and writing demonstrations, proposals, policies, procedures• Some familiarity with case management and workflow experience

Pay Transparency for Colorado, New York, Washington and California

The pay range for this position in Colorado, New York, Washington and California 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.

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 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 [email protected].