Escalation Manager III- Eng

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 Team:

The Engineering Escalation Management team is a part of the Engineering and Product organization within UKG. This team is a liaison between UKG's Customer Experience organization and the Engineering and Product org. We provide insights into trends to help improve the end-to-end customer experience.

About the Role:

The Escalation Manager is responsible for providing customer escalation management support to Customer Experience teams and Sr Engineering Leadership. The Escalation Manager will act as a liaison and coordinate internal efforts to help obtain issue resolution for reported escalated issues that have a significant impact on our customer's business.

The Escalation Manager will:

• Partner with Customer Experience teams to understand business impact
• Collaborate cross organizationally with leadership to obtain clear ownership, traction, and prioritization for escalated customer issues
• Communicate to key leadership stakeholders the current status, actions taken and next steps
• Ensure customer engagements have met the desired goals and outcomes before disengaging
• Review weekly, monthly and quarterly reporting and assess impact proactively to Engineering Escalation Management

About You:

Basic Qualifications:

• Ability to handle highly escalated customer situations and assess their business impact
• Able to break down complex, technical processes into simple, logical steps
• Knowledge of working with developers and software engineers
• Work under time constraints
• Previous experience engaging and working with cross-functional enterprise level software development projects
• Previous experience as a software engineer, debugging, designing and developing web-based business applications
• Strong verbal and written communication - must be comfortable working directly with SMEs (Subject Matter Experts)
• Capable of working on multiple projects while maintaining close attention to detail
• Excellent analytical, organizational and project management skills
• Effective problem-solving and strong interpersonal skills with positive, 'can do' attitude
• Self-Motivating, dedicated, with a strong sense of accountability
• Excellent ability to handle multiple tasks under tight deadlines

Preferred Qualifications:

• Working knowledge of Human Resources and Payroll Systems
• Working knowledge of JIRA