Mgr. Product Support

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 Description: 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.

5+ years managing high-volume support teams.

Bachelor’s degree in business, Accounting, Commerce, Computer Science, or equivalent experience.

Proven track record of building and managing high-performing teams.

Strong data analysis, problem-solving, and decision-making skills.

Proficiency in case management systems and Microsoft Office Suite.

Experience coaching and developing support teams.

Willingness to work in US time zones.

Preferred Qualifications

MBA or equivalent postgraduate degree.

Industry certifications such as FPC or CPP.

Domain expertise in HR, Payroll, Time & Labor, or HCM.

Shape

Interpersonal Skills

Excellent written and verbal communication.

Strong conflict resolution and customer service abilities.

Highly motivated, team-oriented, and adaptable under pressure.

Leading and enabling the change management

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

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.