Customer Success Change & Process Improvement Specialist

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 Customer Success Change & Process Improvement Specialist (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.

• Identify recurring issues and opportunities for enhancement within service delivery processes and workflows.
• Partner with internal stakeholders to design and implement Service Improvement Plans (SIPs) that improve efficiency, quality, and customer satisfaction.
• Track progress and outcomes, ensuring sustainable improvements that drive operational excellence.

• Manage the process to intake customer change requests and partner with stakeholder delivery teams to ensure optimal execution for the customer
• Maintain comprehensive documentation and audit trails to ensure transparency and operational governance.
• Evaluate existing change management processes to identify inefficiencies, bottlenecks, or gaps in execution.
• Develop and implement process enhancements, tools, and templates that improve consistency and scalability across customer change activities.
• Partner with internal teams to establish best practices and standard operating procedures (SOPs) for effective change management.
• Monitor the effectiveness of implemented improvements through metrics, stakeholder feedback, and trend analysis to drive continuous refinement.

• Collaborate with BI and Customer Success teams to prepare data and insights for Monthly and Quarterly Business Reviews (MBRs/QBRs).
• Ensure accuracy and consistency of performance reporting and presentation materials.

• 3-5 years of experience in customer/finance/business operations, change management, or service delivery roles.
• A passion for excellence in customer service delivery
• Exceptional problem-solving skills
• Proven ability to manage cross-functional workflows, stakeholders and multi-step operational processes.
• Excellent communication, collaboration, and organizational skills with a customer-first mindset.

• Payroll process knowledge
• Proficiency with CRM or case management systems (e.g., Salesforce, ServiceNow, Zendesk).
• Demonstrated success in documentation, stakeholder coordination, and process management.