Sr Escalation Manager (with French)
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.
Description
As an Escalation Manager in the UKG Support organization, working either directly with a customer, or, with one of a variety of internal stakeholders, you will assume ownership of complex and escalated customer issues for our Human Capital Management and Workforce Management solutions.
Your role is not a technical one, however, the ability to interact effectively with technical resources from both customer and internal UKG teams, and to breakdown complex technical problems into more easily understandable terms, is critical. Your charter will be to establish and maintain a list of escalated issues, and, working with the technical resources involved, oversee the management of those issues to closure. At the successful conclusion of your engagement, the customer will be returned to their regular level of customer support. An Escalation Manager will be expected to handle multiple escalated engagements at any time, the number will depend on the scope and intensity of each engagement. As well as escalated engagements, they will be expected to handle other special projects.
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A successful Escalation Manager has strong customer management, relational, organizational, and communications skills. A senior level of problem-solving experience that supports an ability to assess each assignment on its own merits and to vary the approach and method of engagement with each customer accordingly is a definite requirement. While many assignments follow a predictable pattern, a successful Escalation Manager has the ability/flexibility to handle unusual or out-of-the-box assignments that may not follow familiar patterns or structure.
Responsibilities
• Proactive engagement with a changing portfolio of large and complex customers addressing the issues of concern, and assuming full ownership and management of the customers' escalated issues.
• Arrange an introductory call to introduce the role, set expectations for the engagement, and establish an ongoing communications protocol and meeting cadence.
• Establish an agreed-upon list of issues to frame the engagement.
• Setting appropriate expectations for all stakeholders (internal and external) regarding issue resolution and the process of engagement.
• Planning & chairing internal & external customer issue meetings; conducting conference calls; maintaining detailed issues lists; generating executive and/or general summaries as well as providing report updates for all managed accounts.
• Identify resource needs across multiple technical teams to help facilitate issue resolution and case closures.
• Liaise with all technical resources associated with escalated account issues.
• Provide consistent and recorded communication on status and next steps to all parties involved.
• Champion and represent issues to Engineering and other UKG stakeholders on behalf of the customer.
Basic Qualifications
• Fluent in spoken and written French and English
• Proven escalation management experience in fast paced software/technology environments.
• Excellent written, oral communication, listening and telephone skills.
• Fluent in both written and oral English
• Must be well organized, flexible and able to work multiple customer accounts in a fast-paced, time-sensitive environment.
• Customer focused with excellent communication skills.
• Ability to coordinate efforts between the various functional teams, bringing the appropriate resources to bear on an escalated issue while often influencing without authority.
• Communicate with senior management internally and externally.
• Take critical actions & decisions where required.
• Excellent problem solving, is solution orientated and has good influencing skills.
• Proactive, self-motivated and able to use own initiative.
Preferred Qualifications
• An independent and well organized, project-oriented thinker
• Exceptional judgment regarding escalation management and incident resolution, as • well as in the ability to make timely decisions from both business and technical standpoints
Benefits
• 25 to 28 days of annual leave
• Medical coverage provided by Bulstrad for you and your dependents
• Life, AD&D, Disability & critical illness coverage provided by DZI
• Meal vouchers provided by Edenred - 150 BGN per month
• Employee Assistance Programs available 24/7
• Global Tuition Reimbursement program - up to 7,125 BGN per year
• Fertility support - up to 13,600 BGN
• Adoption assistance - up to 13,600 BGN
• UKG scholarship program
• Business travel insurance
• U choose program - 475 BGN every quarter to be spent on eligible items
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