Mgr. Product Support

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 Build trust while removing barriers to success Analyze KPIs to address trends and improve performance Ensure timely connection with all customer contacts Participating in peer collaboration to share best practices Process Improvement Identify and develop process improvement opportunities Lead Weekend Prep calls and maintain on-call schedule 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 Experience with preparing and writing demonstrations, policies, training, and procedures Conflict resolution 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 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 12+ years of experience in payroll/SaaS management or related role 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. 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. Proficiency in case management systems and Microsoft Office Suite. Willingness to work in US time zones. Domain expertise in HR, Payroll, Time & Labor, or HCM. Shape Interpersonal Skills Excellent written and verbal communication. Strong conflict resolution and customer service abilities.