AI-Driven CX Product Management Lead

UKG (Ultimate Kronos Group); Salem (OR); On-site; USD 130,000 - 186,000; Full time

Job summary

UKG is seeking a Manager of Product Management to lead a team focused on customer experience products and solutions, including Salesforce Service Cloud and PSA integrations.

You will set strategy, invest priorities, and partner across UKG to turn customer problems into valuable experiences. This role requires 8+ years in product management and strong cross-functional leadership, with work aligned to East Coast hours to coordinate with UKG engineering in India.

Qualifications

• 8+ years of product management experience delivering enterprise software, customer experience, platform, or workflow products.
• People-management experience leading and developing product management professionals.
• Experience leading complex, cross-functional product initiatives and translating customer and business needs into product strategies, investment priorities, and measurable outcomes.
• Experience delivering enterprise platform and/or AI-enabled solutions, including integrated workflows, automation, assistants, agents, or related customer experiences.
• Experience with Salesforce Service Cloud, Certinia Professional Services Automation (PSA), Sierra AI, Human Capital Management (HCM), enterprise software, or adjacent SaaS domains.
• Please note that this role works on east coast hours; starting the workday at 7am EST is not uncommon, to best collaborate with the UKG engineering teams in our India office

Responsibilities

• Lead a team of product managers and a portfolio of customer experience products and solutions.
• Set direction, develop the team, make investment decisions, and partner across UKG to turn customer problems and emerging technology into valuable experiences.
• Define and own the strategy, investment priorities, and outcomes for a portfolio of customer experience products.
• Shape connected customer experiences across products, platforms, and workflows and validate problems, solutions, and outcomes with customers.
• Lead enterprise platform solutions across Salesforce Service Cloud and Certinia PSA, guiding integrations, data, automation, and new capabilities.
• Lead AI-enabled products and establish expectations for quality, trust, safety, economics, and measurable outcomes.
• Build a high-performing organization by hiring, coaching, and developing product managers and establishing scalable practices.
• Partner with cross-functional teams to move products from discovery through launch, adoption, measurement, and continuous improvement.
• Drive measures for customer experience, adoption, product quality, and business value, and report outcomes to senior leaders

Skills

Product management

People management

Cross-functional leadership

Enterprise software

Salesforce Service Cloud

Certinia PSA

Sierra AI

HCM

SaaS

AI-enabled products

Tools

Salesforce Service Cloud

Job description

UKG is seeking a Manager of Product Management to lead a team focused on customer experience products and solutions, including Salesforce Service Cloud and PSA integrations.

You will set strategy, invest priorities, and partner across UKG to turn customer problems into valuable experiences. This role requires 8+ years in product management and strong cross-functional leadership, with work aligned to East Coast hours to coordinate with UKG engineering in India.