Sr Mgr. Product Support

　　General Information

　　Ref #:

　　20240037219

　　Travel Amount Required:

　　Up to 25%

　　Job Type:

　　Regular-Full Time

　　Location:

　　Lowell - Massachusetts - United States

　　Company Overview

　　Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG

　　Description & Qualifications

　　Description

　　In this senior management position, the Senior Product Support Manager is primarily responsible for leading a team of Product Support Leaders and associates who, in turn, assist customers with the use and usability of our application. Your role involves troubleshooting and resolving complex issues while ensuring exceptional service. Additionally, you will be the key point of contact for critical needs, including deescalating customer concerns and finding effective solutions to inquiries as well as business challenges. Your excellent communication and active listening skills will enable you to remain well-spoken, even in high-pressure situations, fostering a healthy partnership between UKG and each customer.

　　About the Team:

　　Join a talented, energetic, and innovative group, leading a support group dedicated to providing exceptional support services to the UKG Ready customer base. As a Senior Manager, you will oversee and guide leaders and managers within the support center, driving enhancements and aligning resources, projects, and training to ensure unparalleled customer satisfaction.

　　Duties and Responsibilities:

　　• Lead and guide a team of highly engaged leaders and associates tasked with providing front-line Product Support to our UKG Ready Customers

　　• Take ownership of the UKG/customer relationship for an assigned customer group within the Ready customer base

　　• Manage and facilitate comprehensive resolutions to customer service issues, including identifying call escalations, formulating action plans, and effectively utilizing resources

　　• Ensure high-level customer satisfaction among the UKG Ready customer base to secure current and future customer satisfaction, instilling confidence in UKG's global support organization

　　• Oversee daily operations for the support team, including analyzing metrics, reporting KPIs, and fostering a positive team culture

　　• Build and maintain trust while purposefully delegating responsibilities.

　　• Work with leaders and managers to understand daily challenges, minimize barriers, and identify/obtain tools required for successful job performance

　　• Coach for peak performance, set high standards, and drive career growth by understanding team members' interests and aspirations

　　• Offer and implement creative solutions within product support, collaborating effectively with other UKG departments, especially Product and Engineering

　　• Participate in the interview and hiring process

　　• Be part of on-call/after-hour rotations, providing occasional after-hours support

　　Qualifications

　　Basic Qualifications:

　　•5+ years of people management experience in a customer support or technical support environment

　　Preferred Qualifications:

　　•HR, Payroll, Time and Labor and/or HCM domain experience

　　•Proficiency in Microsoft Suite Applications including, Word, Excel, Outlook, and Teams

　　•Knowledge of support tools such as Salesforce, Jarvis, RingCentral, or other remote access tools

　　•Experience with reporting & using data to make decisions

　　•Strong leadership, teamwork, influencing, mentoring, and coaching skills

　　•Experience preparing and writing demonstrations, proposals, policies, procedures, job descriptions, and schedules

　　•Ability to multi-task and prioritize projects, time manage, and practice detail-oriented organizational skills

　　•Excellent customer skills and dedication to customer service

　　•Bachelor's Degree

　　EEO Statement

　　Equal Opportunity Employer

　　Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

　　View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and its supplement .

　　View the Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

　　UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .

　　Disability Accommodation

　　For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected].