Senior Manager, Product Support

General Information

Ref #:

20230034963

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Atlanta - Georgia - 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

The Senior Manager Product Support manages a team of professionals through other leaders to drive support to UKG customers. As a Senior Manager you will work to develop the team objectives and to deliver on strategic goals as sent by upper management. This role entails leading a part of the team supporting our award-winning UKG Pro Payroll, Core, and HR solutions. The Senior Manager will apply their in-depth understanding of customer support and of our business to help drive the best outcomes for our customers and UKrew team. Additionally, this role will impact the team by creating, refining, and owning the processes and methodologies used within the organization.

Primary/Essential Duties and Key Responsibilities:• Lead and coach a team of managers on the Product Support team• Manage the operations of the team including achievement of productivity, customer experience, and management experience OKRs• Develop objectives and plans for the team to achieve our strategic customer service goals• Drive initiatives for delivery of support• Support managers in delivering a high-quality employee experience for their team• Serve as a point of escalation as needed to help achieve customer objectives or address support challenges

Qualifications

Basic Qualifications:• 5+ years experience 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:• Experience managing customer support teams• Prior experience leading managers is preferred• 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

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.

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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].