Dir. Product Support

**Job Description**:
**Job ID**:

- DIRPR013629

**Employment Type**:

- Regular

**Work Style**:

- hybrid

**Location**:

- Pune City,India

**Travel**:

- Up to 25%

**Role**:

- Dir. Product Support

Company Overview

With 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.
The UKG Pro support team is a large multi-functional, multi-layered organization. As the Director of Support, you’ll take an organization-wide view of performance metrics, process, and training for the Global Support group. This includes planning and directing strategies in support of our rapid growth while creating a highly engaged and collaborative culture.

Primary Responsibilities:

- Direct reports include functional managers and an indirect staff of 40+ employees.
- Establishes organizational goals and objectives, and monitors performance to plan. Adjusts resources, organization structure, and personnel to achieve attainment of overall goals. Delegates tasks and assignments to appropriate subordinates and monitors progress.
- Gives significant input into strategic and tactical decisions related to the functional discipline
- Solves multiple problems involving complex technical and managerial issues involving functional discipline and across multiple disciplines.
- Interprets, executes and recommends modifications to company strategies and procedures. Often meets with senior managers and peers from other functional groups to deal with external dependencies and issue resolution
- Interacts with senior customer management (VP/Director level) in both pre and post sales situations. Represents UKG to these customers and has authority to commit significant company resources in these interactions. Responsible for customers’ overall satisfaction.
- Responsible for key product input and requirements communications to Engineering which have very significant impact on medium term company competitive positioning and service delivery costs.
- Develops staffing strategies. Recruits and hires staff. Supervises direct and functional reports. Establishes individual performance goals and priorities. Reviews performance against goals. Provides counseling. Plans, approves, and implements programs for the timely development and progress of each individual. Plans and grants salary increases as appropriate. Manages discipline and documentation steps in problem employee situations. Manages dismissals.

Qualifications:

- Minimum 10 years technical support management experience (3 years at Director level) in a high-volume support environment, preferred.
- Minimum 5 years’ experience in HR, Payroll and/or Time and Labor domains, preferred.
- Proven results in improving customer satisfaction, customer retention, employee engagement and team productivity.
- Proven experience in creating an employee & customer centric culture.
- Excellent interpersonal, motivational, and managerial skills with an indirect staff of at least 50 employees. Ability to manage conflict situations constructively.
- Professional communication skills, both written and verbal.
- Ability to multitask and prioritize projects, time manage, and practice detail oriented organizational skills.
- Experience working in a fast-paced environment and consistently delivering projects on or before expected due dates.
- Experience preparing and writing demonstration, proposals, policies, procedures, job descriptions, and schedules.
- Demonstrated track record in identifying and deploying leading edge support solutions.
- Use of good judgment and a sense of urgency in the decision-making process when assessing problems/situations.
- Work independently without direct supervision and with mínimal guidelines.

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 manageme