Mgr. Product Support

UKG; Maharashtra; On-site; INR 2,000,000 - 3,000,000; Full time

Benefits offered by this job

Competitive salary and benefits package

Professional growth opportunities

Job summary

UKG in India is seeking an experienced leader to manage a high-performing support team for UKG Ready customers. You will oversee operations, ensure exceptional customer satisfaction, and foster team development. Candidates must have over 12 years of experience in payroll/SaaS management and 5+ years in customer support team leadership.

Explore opportunities for professional growth within a collaborative and inclusive culture. Enjoy a competitive salary and benefits package, while directly impacting company growth.

Qualifications

• 12+ years in payroll/SaaS management or a related role.
• 5+ years managing a high-volume support team.
• Proficiency in handling frontline customer support teams.

Responsibilities

• Manage a team providing product support to UKG Ready customers.
• Ensure high customer satisfaction for the UKG Ready customer base.
• Guide daily operations for the UKG Ready Support Team.

Skills

Leadership

Customer Service

Data Analysis

Conflict Resolution

Communication

Education

Bachelor's degree in business, accounting, or related field

Tools

Microsoft Office Suite

Case-management systems

Job description

What You'll Do

• Manage a team of highly engaged individuals providing front‑line product support to UKG Ready customers.
• Ensure high levels of customer satisfaction for the UKG Ready customer base by instilling confidence in UKG’s corporate service organization.
• Guide daily operations for the UKG Ready Support Team, including analyzing metrics, staffing shifts, meetings, and training.
• Manage and facilitate satisfactory resolutions to customer service issues by identifying escalations, reacting with urgency, formulating action plans, and utilizing resources effectively.
• Build and maintain trust, delegate purposefully, and work with employees to understand and remove daily obstacles and barriers, identifying necessary tools for successful performance.
• Collaborate with managers to allocate resources effectively and ensure the right resources address customer needs.
• Coach the team to peak performance, hold high standards, and foster career growth through regular conversations and skill‑development opportunities.
• Offer and implement creative solutions within product support, collaborating with UKG product and engineering departments.
• Measure representative productivity by monitoring work in progress, projects, and demonstrating competency in time management.
• Participate in the interview and hiring process.
• Provide occasional after‑hour support through on‑call/after‑hour rotations.

Preferred Qualifications/Skills

• HR, payroll, time and labor, and/or HCM domain experience.
• Strong leadership, teamwork, influencing, mentoring, and coaching skills.
• Excellent customer service skills and dedication to customer satisfaction.
• Strong sense of urgency in decision‑making when assessing problems or situations.
• Experience with reporting and using data to make decisions.
• Experience preparing and writing demonstrations, policies, training, and procedures.
• Excellent written and verbal communication skills.
• Conflict resolution skills.
• Ability to handle multiple tasks under stringent timelines.

Required Qualifications

• 12+ years of experience in payroll/SaaS management or a 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.
• 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.
• Direct experience handling frontline customer support teams and skip‑level reporting.
• Experience coaching and/or developing a customer or technical support team.
• Open to working US time zones and from the office as required.
• Available to provide on‑call coverage when needed.

Preferred Qualifications

• MBA or post‑graduate equivalent.
• HR, payroll, or HCM industry knowledge.
• FPC or CPP equivalent industry certification preferred.

Make a direct impact on customer satisfaction and company growth while developing your leadership skills in a dynamic, fast‑paced environment. Enjoy a competitive salary and benefits package along with professional growth opportunities in a collaborative and inclusive company culture.

UKG is an equal opportunity employer committed to diversity and inclusion.