Mgr. Product Support

Leadership & Team Development Lead, coach, and develop a high-performing Product Support team. Foster a culture of accountability, collaboration, continuous learning, and customer ownership. Conduct regular coaching conversations, performance reviews, and career development planning. Build technical capability while preparing future technical and people leaders. Recognize and reward high performance while addressing performance opportunities through timely coaching. Customer Experience & Operational Excellence Drive exceptional customer experiences through timely engagement, quality troubleshooting, and proactive communication. Promote end-to-end customer ownership while minimizing unnecessary handoffs. Lead daily operations by balancing customer demand, staffing, productivity, quality, and SLA performance. Analyze customer feedback and operational trends to identify opportunities for continuous improvement. Manage customer escalations with urgency and professionalism while ensuring effective resolution. Data-Driven Leadership Use operational metrics and reporting to identify trends, predict risks, and drive informed decisions. Monitor team performance across productivity, quality, customer satisfaction, responsiveness, and operational effectiveness. Develop and execute action plans that improve both customer outcomes and business performance. Present operational insights and recommendations to leadership. Cross-Functional Collaboration Partner closely with Product Management, Engineering, Services, Enablement, and other Support leaders to improve customer outcomes. Drive knowledge sharing, process improvements, and operational consistency across teams. Support organizational initiatives that improve scalability, efficiency, and service quality. Continuous Improvement & Innovation Identify opportunities to simplify processes and improve operational efficiency. Champion continuous improvement initiatives that enhance customer experience and team effectiveness. Encourage adoption of automation, reporting, AI-enabled capabilities, and best practices to improve support delivery. Ensure high-quality documentation and knowledge sharing to support scalable operations. Talent Acquisition & Workforce Planning Participate in hiring, interview calibration, and talent selection. Build a diverse, high-performing organization through structured hiring and thoughtful succession planning. Support workforce planning, cross-training, and skill development to meet evolving business needs. What You'll Need Required Qualifications Bachelor's degree in Business, Computer Science, Information Systems, Accounting, Commerce, or a related field (or equivalent experience). 12+ years of experience in customer support, technical support, SaaS, or HCM environments. 5+ years leading high-performing customer-facing support teams. Demonstrated success improving operational performance, customer experience, and employee engagement. Strong analytical skills with experience using metrics and reporting to drive business decisions.

managing customer escalations and delivering successful business outcomes.

Excellent communication, coaching, and stakeholder management skills.

with case management platforms and Microsoft Office applications.

Ability to work US business hours and from the office five days per week.

Participation in on-call rotations as business needs require.

Experience supporting HR, Payroll, Time & Labor, Benefits, Tax, or HCM applications.

leading enterprise SaaS technical support organizations.

MBA or equivalent postgraduate qualification.

FPC, CPP, SHRM, or other HCM-related certifications.

leading organizational change, continuous improvement, or operational transformation initiatives.

Success in this Role Successful candidates will demonstrate the ability to: Build highly engaged, high-performing teams.

Deliver exceptional customer experiences through strong ownership and accountability.

Lead with data and make informed operational decisions.

Drive continuous improvement and operational excellence.

Develop future technical experts and people leaders.

Collaborate effectively across functions to solve complex business challenges.

Balance customer needs, employee development, and business outcomes while creating a scalable support organization.

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