Sr 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.

About the Team

Join a talented, energetic, and innovative support organization dedicated to delivering exceptional service to our UKG Ready customers. As a Senior Manager, Product Support, you'll lead and develop a group of Associate Managers and their teams, driving operational excellence, collaboration, and customer satisfaction.

You will play a key role in aligning strategy, resources, and performance outcomes to ensure seamless operations, process improvements, and an exceptional support experience for every customer.

About the Role

In this senior leadership position, the Senior Product Support Manager oversees a team of Associate Managers who lead front-line Product Support Representatives serving US-based UKG Ready customers.

You will drive customer satisfaction, operational excellence, and leadership development while ensuring that teams deliver timely and high-quality resolutions across Payroll, Time and Labor, and HR modules of the UKG Ready application.

As a trusted escalation and strategy leader, you'll partner cross-functionally to resolve critical issues, influence product quality, and continuously evolve how support is delivered. This role requires strategic thinking, composure under pressure, and a people-first mindset that inspires both teams and customers.

Primary Responsibilities
1. Leadership & Strategic Direction

Lead and mentor a team of Associate Managers who oversee front-line support teams serving US-based UKG Ready customers.

Establish clear goals, priorities, and accountability mechanisms across all support teams.

Drive operational strategy and process alignment across multiple groups to ensure consistent customer experiences.

Foster a culture of trust, collaboration, ownership, and continuous improvement across all levels of the organization.

2. Customer Experience & Escalation Ownership

Serve as the primary point of contact for complex or critical customer escalations within the UKG Ready product line.

Demonstrate calm, empathetic, and confident communication when resolving escalations and executive-level inquiries.

Partner with Customer Success, Product, and Engineering to identify root causes, implement corrective actions, and drive long-term customer satisfaction.

Use data insights and customer feedback to identify trends and enhance the overall support experience.

3. Operational & Performance Management

Oversee daily operations across multiple teams - including queue management, workload balancing, and coverage planning.

Track and analyze KPIs, SLAs, and CSAT metrics to identify trends, drive data-informed decisions, and improve service efficiency.

Ensure teams maintain high productive hours over the phone with customers, balancing casework with coaching and process improvement activities.

Provide operational guidance during on-call or after-hours rotations as needed to maintain customer continuity.

4. People Development & Coaching

Develop and coach Associate Managers to strengthen their leadership, communication, and problem-solving capabilities.

Conduct skip-level meetings to stay connected to frontline challenges and team sentiment.

Drive engagement and career development initiatives to build a leadership pipeline within the Ready Support organization.

Promote diversity, inclusion, and collaboration across teams while celebrating achievements and growth milestones.

5. Cross-Functional Collaboration

Partner with Product, Engineering, and Enablement to address product-related trends, defects, and customer impact areas.

Collaborate with other Senior Managers and leaders across regions to ensure global consistency in support operations and standards.