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Sr Mgr. Technical Product Operations

8 years

5 - 11 Lacs

Noida

Posted:10 hours ago| Platform: GlassDoor logo

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Skills Required

software collaborative technology reimbursement support portfolio reporting drive strategy tooling score retention architecture integration cybersecurity data hris service management ai networks steering planning design strategies scalability security engineering azure communication onboarding diversity recruitment

Work Mode

On-site

Job Type

Part Time

Job Description

Job Description

Job ID

SRMGR015008

Employment Type

Regular

Work Style

on-site

Location

Noida,UP,India

Travel

Up to 25%

Role

Sr Mgr. Technical Product Operations

Company Overview

With 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.
The Customer Experience Senior Manager (CESM) is accountable for the end to end delivery of UKG’s Premium Services portfolio for our top tier customers, leading a high performing services team based in India. Reporting to the VP, the CESM turns strategic objectives into operational plans, allocates resources, and builds trusted executive relationships that drive measurable customer value. Key Responsibilities:
  • Develops operational objectives and detailed delivery plans for the India based Premium Services team, ensuring alignment with global Customer Experience strategy and annual business goals.
  • Sets priorities and allocates budget, people, and tooling to maximize team performance and customer outcomes, directly impacting Net Promoter Score (NPS), retention, and revenue growth.
  • Guided by area strategy, policies, and budgets; provides input to decisions that impact the sub function (e.g., investment requests, portfolio evolution, global capacity planning).
  • Manages and coaches a multidisciplinary team (architecture, innovation, integration, cybersecurity, data) responsible for delivering services across UKG Pro, WFM, Ready, and related HRIS solutions.
  • Monitors KPIs and SLAs, leading continuous improvement initiatives and proactive service packages that help customers identify and mitigate issues before they impact operations.
  • Regularly influences senior management, cross functional peers, and customer executives to adopt new points of view on cloud architecture, AI driven innovation, and best practice service models.
  • Networks with global peers and partner organizations to remove roadblocks, align overlapping priorities, and ensure seamless, integrated customer experiences.
  • Builds executive level relationships and acts as a trusted advisor, owning escalations passed on by Managers or Individuals and driving them to resolution.
  • Represents India Premium Services in global program reviews, steering committees, and strategic planning cycles.
  • Owns the flawless delivery of UKG’s premium services portfolio—architecture guidance, innovation (AI) services, design & implementation support, cybersecurity, data, and integration for strategic accounts.
  • Leads business and IT strategy sessions with C suite stakeholders, translating business objectives into actionable roadmaps and premium service proposals.
  • Architects and validates integration landscapes and release strategies, ensuring scalability, security, and business continuity.
  • Drives the creation of master plans for customers’ business and IT transformations, leveraging UKG best practices to accelerate value realization.
  • Ensures all engagements adhere to industry and regulatory standards while promoting UKG’s newest features and innovations.
Required Qualifications:
  • Master’s or bachelor’s degree in computer science, Information Technology, Engineering, or equivalent experience.
  • 8–10 years leading customer success or professional services teams within large, global organizations.
  • Demonstrated success managing delivery centers or shared service teams out of India (or similar offshore/near shore hubs).
  • Proven ability to craft proactive service offerings and AI enabled support packages that reduce customer incidents and improve business outcomes.
  • Deep knowledge of cloud architecture, integrations (e.g., Google Cloud, Microsoft Azure, Dell Boomi), and root cause analysis.
  • Track record of influencing senior stakeholders and navigating complex matrix organizations.
  • Excellent analytical, communication, and interpersonal skills; adaptable and able to think outside the box.
  • Proficient in English, both written and verbal.
  • Willingness to travel internationally and spend time in the US for onboarding and alignment.
Preferred Qualifications:
  • Prior experience with UKG Pro, WFM, Ready, or comparable HCM solutions.


Where we’re going

UKG 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!

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

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