Dir. Product Support
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.
About the Position:
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 80+ 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.
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• 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 (5 years at senior leader 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 multi task 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 minimal guidelines.
Company Overview:
UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.
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 UKGCareers@ukg.com
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- FSA With Employer Contribution
- HSA
- HSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Virtual Fitness Classes
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Adoption Assistance Program
- Family Support Resources
- Adoption Leave
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Happy Hours
- Company Outings
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Volunteer Time Off
Financial and Retirement
- 401(K) With Company Matching
- Company Equity
- Performance Bonus
- Profit Sharing
Professional Development
- Tuition Reimbursement
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Internship Program
Diversity and Inclusion