Mgr. Product Support

Company OverviewWith 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.Description:Come join a talented, energetic, and innovative group, managing a support team chartered to provide exceptional support services to the UKG Pro customer base. Oversee support resources in providing exceptional customer product support and resolution in a fast paced, high-volume environment. Manage dynamics of the daily operation by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction.About the Role:In this position, the Manager, Product Support is primarily responsible for a team of Product Support Representatives, who will assist customers with the use and usability of our application, troubleshooting and resolving issues while providing exceptional service. Ideally, this person will have domain knowledge in one or all of the following areas: Payroll, Time and Labor/Employee Scheduling, HR or Benefits as well as previous experience managing teams of support representatives.Primary/Essential Duties and Key Responsibilities: 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 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 Support Team including analyzing 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 technical 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 as well as an on-call rotationBasic Qualifications: 2-5+ years’ experience coaching, developing, and/or managing a customer support or technical support team of approximately 8-10 employeesDemonstrated dedication to customer service and experience managing customer relationships and escalationsExperience working in an environment which requires effective time management and the ability to multitask/prioritize projectsPreferred Qualifications: HR, Payroll, Time and Labor and/or HCM domain experience Bachelor's Degree preferred Experience with reporting & using data to make decisions Experience with preparing and writing demonstrations, proposals, policies, procedures Some familiarity with case management and workflow experienceWhere we’re goingUKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!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/EEOCKnowYourRightsscreenreader1020.pdf) and its supplement. (https:www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)      View the Pay Transparency Nondiscrimination Provision (https:www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp%20EnglishformattedESQA508c.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 AccommodationFor individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected] . In the below paragraphs, you need to ensure you’re entering the pay rates for all US jobs where indicated after you paste the language into UKG Pro RecruitingThe pay range for this position is $76,500 to $110,000, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https:www.ukg.com/careers (https:www.ukg.com/careers)It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.