Mgr. Product Support

Company OverviewWith 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.Join a talented, energetic, and innovative group, managing a support team chartered to provide support services to the UKG customer base. Lead talented team members in providing a world-class customer experience 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 whilst improving effectiveness and efficiency. This role will also be responsible for creating an environment which promotes and fosters the development and growth of team members to a sustained high level of performance. The Product Support Manager’s leadership will be pivotal to achieving our goal of delivering great customer experiences which enables customers to maximize value from their UKG solutions.Duties and Responsibilities:

Develop strategies, operating plans and manage the execution within the Product Support team to provide consistently high-quality service which drives customer success

Provide guidance to your direct reports on operational or technical challenges and interface effectively with other technical teams and with customers directly to provide total customer satisfaction

Proficiently gather and analyze team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions, and predict future needs

Identify and implement process improvements which increase team efficiency, effectiveness, and the customer experience

Ensure that the team documents, tracks, and manages all support requests, communications, and actions in the Salesforce CRM system

Ensure adherence to established support processes (e.g. case management, problem resolution, escalation) and best practices to ensure expedited resolution of issues and positive customer experiences

Promote Knowledge Centric Support (KCS) practices – team uses the Knowledge Base (KB) for research during problem resolution and regularly contribute content to facilitate the growth of the KB

Provide regular management updates and reports on team performance to the Support Leadership team and communicate expectations clearly and effectively to achieve results

Provide leadership in resolving issues related to inter-departmental workflow and processes

Meet or exceed the established service level objectives for the Product Support team

Act as a primary management escalation resource for customer and internal feedback pertaining to the team

Participate in late & weekend shifts on a rotational basis

Participation in on-call rotations is required to provide occasional after-hours support

Basic Qualifications:

3+ years of people management experience in a customer support or technical support environment

Excellent customer service skills and demonstrated track record in communicating with customers, instilling confidence, and building strong customer relationships

Strong leadership, teamwork, influencing, mentoring, and coaching skills

Ability to multi-task and prioritize projects, time manage, and practice detail-oriented organizational skills

Experience documenting and implementing processes and procedures

Knowledge of support tools for issue tracking and knowledge management

Preferred Qualifications:

HR, Payroll, Time and Labor and/or HCM domain experience

Experience managing successful remote support teams

BA/BS degree in Management, Computer Science, Information Technology, or a related technical discipline such as Engineering

Where we’re goingUKG 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 (https:www.eeoc.gov/sites/default/files/2022-10/EEOCKnowYourRightsscreenreader1020.pdf) and its supplement. (https:www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)      View the Pay Transparency Nondiscrimination Provision (https:www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp%20EnglishformattedESQA508c.pdf)     UKG participates in E-Verify. View the E-Verify posters here (https:www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .  Disability AccommodationFor 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 $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 (https:www.ukg.com/careers)   It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.