10,661 jobs for "Customer Experience Associate"

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 Summary:

The Associate Manager, has the responsibility of managing day-to-day activities of the Ready Benefits team, consisting of COBRA Specialists and EDI Specialists. Mentoring people, monitoring processes, strong stake holder management, and ensuring technology is leveraged to exceed customer service level agreements (SLA) is required. This role will actively support process and technology initiatives that will improve the operational performance of the team while providing a great customer experience.

Primary/ Essential Duties and Key Responsibilities:
• Your main responsibility is to ensure that the day-to-day operations of the department are running smoothly and ensuring performance metrics like Timeliness, Quality, Productivity and other SLA's for the team are met
• Should be effectively able to manage performance of a team of 12 - 20 members.
• Strong stakeholder management with India and US stakeholders.
• Assist in the workload management and prioritization of day-to-day duties and projects.
• Drive the establishment and refinement of the UKG Services implementation methodology and best practices
• Track and/or project management of various projects to ensure timeliness
• Attend and/or lead recurring service calls, business reviews, and project debrief for assigned customers
• Support managers and LT with automation and transformation projects supported by business
• Should be able to demonstrate ability to coach/mentor/guide the team
• Serve as first point of escalation for any issues that arise, including problems with customers, third parties, internal teams, and internal systems
• Monitor completion of requirements and provide leadership sign-off of processing and daily activities
• Communicate potential service issue or business issue to LT and draft/propose correction and mitigation plan
• You are expected to demonstrate how you foster relationships with internal stakeholders by establishing and maintaining exceptional business relationships and working collaboratively
• Problem solving, time management and priority setting skills
• Expected to demonstrate UKG core values
• Generate operational metrics to communicate and manage the performance of the production team
• Engage in hiring along with the manager
• Implement quality control measures effectively

Qualification:
• Overall, 8 - 10 years of work experience in Benefits related teams, with 3+ years of people management experience
• Working knowledge of employee life-cycle, U.S. Benefits Administration, carrier file feeds (benefits and payroll)), related regulations, ERISA guidelines, and HIPAA Compliance
• Ability to work in US shifts

Preferred Qualifications/Skills:
• Technical experience with Benefit Administration Software and/or other HCM Benefits Administration technology solutions preferred
• Strong background in US Benefit Administration including employee benefit and carrier files and in customer support.
• Must be proficient in Microsoft Office (Excel, Word, and PowerPoint)

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

Education/Certification/License:
• Bachelor's Degree in Business, Accounting, Commerce, Computer Science or a related field or equivalent work experience will be considered

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

About UKG

Size: 10,000+ employees
Industry: Technology

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