Lead Escalation Manager

Why UKG At UKG the work you do matters The code you ship the decisions you make and the care you show a customer all add up to real impact Today tens of millions of workers start and end their days with our workforce operating platform Helping people get paid grow in their careers and shape the future of their industries That s what we do We never stop learning We never stop challenging the norm We push for better and we celebrate the wins along the way Here you ll get flexibility that s real benefits you can count on and a team that succeeds together Because at UKG your work matters and so do you Escalation Manager As an Escalation Manager EM in the UKG Customer Support organization working directly with a customer or with a variety of internal constituencies you will assume ownership of complex and escalated customer issues for our HCM SaaS On-Premises Workforce Management products and services Your role is not a technical one The ability to interact effectively with technical resources from both customer and internal UKG teams and to break down complex technical problems into more easily understandable terms is critical You will deliver on our promise of Partner for Life by quarterbacking the resolution of escalations through cross-functional relationships that accelerate resolution and mitigate future escalations You will work with technical resources and key internal stakeholders and oversee the management of escalated issues to closure As an EM you will be expected to handle multiple escalations at any time - depending on the scope and intensity of each situation - as well as other special projects Your role may require working directly with a customer or with technical resources from customer teams as needed A successful EM has strong project management organizational and communications skills A senior level of problem-solving experience that supports an ability to assess each situation on its own merits and to vary the approach and method of engagement accordingly is required A successful EM has the ability flexibility to handle unusual or out-of-the-box scenarios that may not follow familiar patterns or structures Qualifications Minimum of 5 years professional experience with direct Customer Management or Account Support Management required Ability to develop collaborative relationships with internal partners and customers at all levels and proven track record of working collaboratively to improve the customer experience Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals developers and architects Ability to navigate complex issues and create collaborative cross-functional solutions Proficient communication presentation and relationship management skills Ability to coordinate efforts between the various functional teams bringing the appropriate resources to bear on an escalated issue while often influencing without authority Strong attention to detail - leading conference calls maintaining issues lists and action items as well as setting appropriate expectations in escalated situations Must be well organized flexible and able to work multiple customer accounts in a fast-paced time-sensitive environment Working knowledge of Human Resources and Payroll systems is a plus Knowledge of CRM tools preferably Salesforce MS-Office and Reporting to Company Overview UKG is the Workforce Operating Platform that puts workforce understanding to work With the world s largest collection of workforce insights and people-first AI our ability to reveal unseen ways to build trust amplify productivity and empower talent is unmatched It s this expertise that equips our customers with the intelligence to solve any challenge in any industry because great organizations know their workforce is their competitive edge Learn more at ukg com UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace including the recruitment process Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process please email UKGCareers ukg com