Senior Manager Product Support

The Senior Manager, Product Support will be responsible for building and leading a team of professionals both directly and through subordinate leaders to provide exemplary support to UKG customers. In this capacity, the Senior Manager will establish team objectives and execute strategic initiatives as directed by senior leadership.

This position involves overseeing a segment of the team dedicated to supporting our UKG Pro Workforce Management solution. The Senior Manager will leverage comprehensive expertise in customer support and business operations to ensure optimal outcomes for both customers and the UKrew team.

The role requires a holistic approach to monitoring key performance indicators, processes, and training, along with collaboration with global peers. Furthermore, this individual will be instrumental in designing, enhancing, and maintaining organizational processes and methodologies.
Primary Responsibilities:Build and lead a new team of professionals, including direct and subordinate leadership, to support UKG customers effectively.Establish and communicate clear team objectives aligned with a customer-first philosophy.Foster a culture of exemplary customer support and continuous improvement within the team.Monitor and analyze key performance indicators to ensure operational excellence and customer satisfaction.Develop and implement strategic initiatives and organizational processes that enhance both customer experience and operational efficiency.Collaborate with global peers and cross-functional leaders to share best practices and resolve operational dependencies.Recruit, hire, and develop team members, ensuring alignment with organizational goals and a customer-centric mindset.Delegate responsibilities effectively, monitor progress, and provide ongoing coaching and development opportunities.Qualifications7+ years technical support management experience in a high volume support environment with at least 3 years at a Sr Management level.Extensive experience building and leading new teams of customer support professionals, including both direct reports and subordinate leaders.Successfully deliver against key KPIs and strategic objectivesHistory of establishing and communicating clear team objectives that drive a culture of exemplary customer support and continuous improvement.Demonstrated skill in fostering an employee and customer-centric culture, resulting in improved customer satisfaction, retention, and employee engagement.Successful collaboration with global peers and cross-functional leaders to share best practices, resolve operational dependencies, and lead change initiatives.Over 7 years of technical support management, including 3+ years at a senior level, in high-volume environments.Built and led customer support teams, managing both direct and subordinate leaders.Proven ability to develop organizational talent with a customer-first philosophy.Demonstrated ability to consistently meet KPIs and strategic goals.Fostered employee and customer-centric culture, improving satisfaction, retention, and engagement.Collaborated with global peers and cross-functional leaders to share best practices, resolve issues, and drive change.Working hours will align to US Business hours (9a-6p EST) and adjust by 1 hour to account for daylight savings time.