Account 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.

UKG is searching for Account Escalation Manager (Level 2) for our Managed Service customers. In this role, you will support a group of customers by serving as a point of contact for questions and escalations, while helping to maintain high levels of customer satisfaction. You will work closely with more senior Business Partners and Managed Services teams to ensure smooth service delivery, applying your growing knowledge of UKG processes, services, and customers. This position provides an opportunity to continue building customer relationship management skills while contributing directly to team success.

Hybrid role, Varna;

Key Responsibilities

Functional Knowledge & Execution

• Serve as the primary escalation point for high-priority or complex payroll service issues, acting with urgency, empathy, and strategic clarity.
• Conduct and document root cause analyses and partner with internal teams to implement corrective and preventive measures.
• Build, execute, and monitor Service Improvement Plans (SIPs) for at-risk customers, incorporating defined outcomes, timelines, and ownership.
  
  Business Expertise
• Apply a deep understanding of payroll operations, service delivery models, and customer success principles to navigate escalations and improve long-term outcomes.
• Leverage business context to identify trends across customers, translating them into systemic recommendations or changes.
  
  Complexity & Problem Solving
• Independently resolve escalations that are multi-dimensional and require coordination across technical, operational, and customer-facing teams.
• Exercise strong judgment in ambiguous scenarios, escalating only when necessary and offering solutions that consider downstream impact.
  
  Impact
• Ensure high-quality, timely resolution of escalations that have a material impact on customer satisfaction, retention, and executive trust.
• Contribute to internal process improvements, influencing service delivery standards and knowledge management based on lessons learned from escalations.
  
  Influence & Collaboration
• Regularly engage with Customer Success Managers, Service Delivery Leaders, and internal stakeholders to coordinate issue resolution and align messaging.
• Partner with customer-facing leadership and cross-functional groups to drive transparency, shared ownership, and accountability in addressing issues.