Sr Mgr. Technical Product Operations

Key Responsibilities:

Develops operational objectives and detailed delivery plans for the India based Premium Services team, ensuring alignment with global Customer Experience strategy and annual business goals.

Sets priorities and allocates budget, people, and tooling to maximize team performance and customer outcomes, directly impacting Net Promoter Score (NPS), retention, and revenue growth.

Guided by area strategy, policies, and budgets; provides input to decisions that impact the sub function (e.g., investment requests, portfolio evolution, global capacity planning).

Manages and coaches a multidisciplinary team (architecture, innovation, integration, cybersecurity, data) responsible for delivering services across UKG Pro, WFM, Ready, and related HRIS solutions.

Monitors KPIs and SLAs, leading continuous improvement initiatives and proactive service packages that help customers identify and mitigate issues before they impact operations.

Regularly influences senior management, cross functional peers, and customer executives to adopt new points of view on cloud architecture, AI driven innovation, and best practice service models.

Networks with global peers and partner organizations to remove roadblocks, align overlapping priorities, and ensure seamless, integrated customer experiences.

Builds executive level relationships and acts as a trusted advisor, owning escalations passed on by Managers or Individuals and driving them to resolution.

Represents India Premium Services in global program reviews, steering committees, and strategic planning cycles.

Owns the flawless delivery of UKGs premium services portfolioarchitecture guidance, innovation (AI) services, design & implementation support, cybersecurity, data, and integration for strategic accounts.

Leads business and IT strategy sessions with C suite stakeholders, translating business objectives into actionable roadmaps and premium service proposals.

Architects and validates integration landscapes and release strategies, ensuring scalability, security, and business continuity.

Drives the creation of master plans for customers business and IT transformations, leveraging UKG best practices to accelerate value realization.

Ensures all engagements adhere to industry and regulatory standards while promoting UKGs newest features and innovations.

Required Qualifications:

Masters or bachelors degree in computer science, Information Technology, Engineering, or equivalent experience.

8-10 years leading customer success or professional services teams within large, global organizations.

Demonstrated success managing delivery centers or shared service teams out of India (or similar offshore/near shore hubs).

Proven ability to craft proactive service offerings and AI enabled support packages that reduce customer incidents and improve business outcomes.

Deep knowledge of cloud architecture, integrations (e.g., Google Cloud, Microsoft Azure, Dell Boomi), and root cause analysis.

Track record of influencing senior stakeholders and navigating complex matrix organizations.

Excellent analytical, communication, and interpersonal skills; adaptable and able to think outside the box.

Proficient in English, both written and verbal.

Willingness to travel internationally and spend time in the US for onboarding and alignment.

Preferred Qualifications:

Prior experience with UKG Pro, WFM, Ready, or comparable HCM solutions.