Mgr. 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.
Job Description and Qualifications
Manager, Product Support 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 Knowledge/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
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• 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
Manager, Product Support
What You'll Do Management & Team Oversight Manage a team of frontline Product Support Representatives serving UKG Pro and WFM customers. Foster a high-performance culture through coaching, mentoring, and career development. Build trust and remove barriers to success by identifying and addressing team challenges. Participate in hiring and onboarding processes. Prepare and manage staffing schedules, including holiday needs prep calls. Operational Oversight Oversee daily support operations including staffing, training, and shift management. Monitor case/call queues and reassign workloads to ensure timely resolution. Conduct regular audits and provide feedback to improve performance. Analyse KPIs and productivity metrics to drive continuous improvement. Customer Experience Ensure high levels of customer satisfaction by resolving escalations with urgency and effective action plans. Minimize handoffs and maintain seamless communication with customer contacts. Address negative feedback trends through coaching and process adjustments. Cross-Functional Collaboration Work with other managers to allocate resources effectively. Collaborate with Product and Engineering teams to implement creative support solutions. Share best practices across teams to enhance organizational success. Process Improvement Identify and present opportunities for process enhancements. Develop and implement tools and strategies to improve support delivery. Agentic AI / GPT Adoption and opportunities Shape
What You'll Need Required Qualifications 12+ years of experience in payroll/SaaS or related domain. 5+ years managing high-volume support teams. Bachelor's degree in business, Accounting, Commerce, Computer Science, or equivalent experience. Proven track record of building and managing high-performing teams. Strong data analysis, problem-solving, and decision-making skills. Proficiency in case management systems and Microsoft Office Suite. Experience coaching and developing support teams. Willingness to work in US time zones. Preferred Qualifications MBA or equivalent postgraduate degree. Industry certifications such as FPC or CPP. Domain expertise in HR, Payroll, Time & Labor, or HCM. Shape Interpersonal Skills Excellent written and verbal communication. Strong conflict resolution and customer service abilities. Highly motivated, team-oriented, and adaptable under pressure. Leading and enabling the change management
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