Mgr. 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.

About The Role
In this position, As the Manager, you are responsible for leading a team of Support Representatives in various time zones. The team is customer-facing, primarily via phone, with UKG customers helping them troubleshoot and use UKG Pro products, with a focus on payroll and HR solutions. You'll drive business outcomes through excellent customer service while developing a highly performing, engaged team.  The Manager, Product Support is primarily responsible for a team of Product Support Representatives, who will assist customers with the use and usability of our application, troubleshooting and resolving issues while providing exceptional service. Ideally, this person will have domain knowledge in one or all the following areas: Payroll, Time and Labor/Employee Scheduling, Human Resources, Tax, or Benefits.

What You'll Do

Primary/ Essential Duties And Key Responsibilities

• Manage a team of highly engaged individuals tasked with providing front line Product Support to our UKG Pro customers
• Provide high level customer satisfaction to the UKG Pro and WFM customer base to ensure current and future customer satisfaction by instilling confidence in UKG's corporate service organization
• Guide daily operations for the UKG Pro and WFM Support Team including analysing metrics, staffing shifts, meetings, training, etc.
• Manage and facilitate satisfactory resolutions to customer's service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively
• Build and maintain trust and while delegating with purpose, working with employees to understand the obstacles and barriers they experience every day. Work with them to identify ways to minimize those barriers and identify/obtain tools Product Support Representatives require for successful job performance
• Collaborate with a team of managers to drive the success of the organization by helping to ensure that the right resources are allocated to address customer needs
• Coach for peak performance, hold the team to high standards by having regular conversations to understand their interests, aspirations, and drive career growth. Look for opportunities for your team to expand and grow their skill sets and experiences
• Offer and implement creative solutions within product support. Collaborate and partner effectively with other UKG departments, especially Product and Engineering departments
• Measure Product Support Representative productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management
• Participate in the interview and hiring process
• Participation in on-call/after hour rotations is required to provide occasional after-hours support

Preferred Qualifications/Skills

• HR, Payroll, Time and Labor and/or HCM domain experience
• Strong leadership, teamwork, influencing, mentoring, and coaching skills
• Excellent customer skills and dedication to customer service
• Strong sense of urgency in the decision-making process when assessing problems/situations
• Experience with reporting & using data to make decisions
• Experience with preparing and writing demonstrations, policies, training, and procedures

Interpersonal Skills

• Excellent written and verbal communication skills
• Conflict resolution
• Excellent customer service skills
• Ability to handle multiple tasks under stringent timelines

Highly motivated and team oriented

Leadership and Development

• Manage front-line Product Support team for UKG Pro Suite customers
• Drive high-level customer satisfaction through effective leadership
• Oversee daily operations (metrics analysis, staffing, training)
• Coach for performance excellence and career development
• Build trust while removing barriers to success
• Foster a positive work environment that celebrates achievements

Operational Management

• Monitor case/call queues for timely resolution
• Balance workloads through case reassignment
• Conduct regular work audits with feedback
• Analyze KPIs to address trends and improve performance
• Track productivity and time management
• Participating in hiring and on-call rotation

Customer Engagement

• Ensure timely connection with all customer contacts
• Minimize handoffs for seamless customer experience
• Resolve escalations urgently with effective action plans
• Address negative survey trends with appropriate coaching

Cross-Functional Collaboration

• Work with other managers to allocate resources effectively
• Implement creative solutions and partner with Product/Engineering
• Maintain communication with cross-functional teams
• Participating in peer collaboration to share best practices

Process Improvement

• Identify and develop process improvement opportunities
• Present enhancement ideas to leadership

On-Call Management

• Prepare team for on-call responsibilities
• Lead Weekend Prep calls and maintain on-call schedule

What You'll Need

Required

• 12+ years of experience in payroll/SaaS management or related role
• 5+ years managing a high-volume support team
• Bachelor's degree in business, Accounting, Commerce, Computer Science or a related field or equivalent work experience will be considered
• Proven leadership experience with a track record of building and managing high-performing teams
• Experience improving support metrics and implementing proactive solutions
• Strong data analysis and problem-solving skills
• Excellent communication and leadership abilities
• Proficiency in case management systems and Microsoft Office Suite
• Has directly handled frontline customer support teams and skip level reports
• Has experience coaching and/or developing a customer support or technical support team
• Open to work in US time zones

Preferred

• MBA or Post Graduate equivalent.
• HR, Payroll, or HCM industry knowledge
• FPC or CPP equivalent industry level certification preferred

Why Join

Make a direct impact on customer satisfaction and company growth while developing your leadership skills in a dynamic, fast-paced environment. Enjoy a competitive salary and benefits package along with professional growth opportunities in a collaborative and inclusive company culture.

UKG is an equal opportunity employer committed to diversity and inclusion.

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 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

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