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 And Qualifications

Manager, Product Support About the Role: In this position, As the Manager, you are responsible for leading a team of Support Representatives in various time zones. The team is customer-facing, primarily via phone, with UKG customers helping them troubleshoot and use UKG Pro products, with a focus on payroll and HR solutions. You'll drive business outcomes through excellent customer service while developing a highly performing, engaged team. 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 the following areas: Payroll, Time and Labor/Employee Scheduling, Human Resources, Tax, or Benefits.

What You'll Do 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 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

Preferred Knowledge/Skills

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

Interpersonal Skills

Excellent written and verbal communication skills
Conflict resolution
Excellent customer service skills
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
Drive high-level customer satisfaction through effective leadership
Oversee daily operations (metrics analysis, staffing, training)

Coach for performance excellence and career development
Build trust while removing barriers to success
Foster a positive work environment that celebrates achievementsOperational Management
Monitor case/call queues for timely resolution
Balance workloads through case reassignment
Conduct regular work audits with feedback
Analyze KPIs to address trends and improve performance
Track productivity and time management
Participating in hiring and on-call rotation Customer Engagement
Ensure timely connection with all customer contacts
Minimize handoffs for seamless customer experience
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
Maintain communication with cross-functional teams
Participating in peer collaboration to share best practices Process Improvement
Identify and develop process improvement opportunities
Present enhancement ideas to leadership On-Call Management
Prepare team for on-call responsibilities
Lead Weekend Prep calls and maintain on-call schedule

What You'll Need Required

12+ years of experience in payroll/SaaS management or related role
5+ years managing a high-volume support team
Bachelor's degree in business, Accounting, Commerce, Computer Science or a related field or equivalent work experience will be considered
Proven leadership experience with a track record of building and managing high-performing teams
Experience improving support metrics and implementing proactive solutions
Strong data analysis and problem-solving skills
Excellent communication and leadership abilities
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.
HR, Payroll, or HCM industry knowledge
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. 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 [HIDDEN TEXT]

Mgr. Product Support