Director, CX Product Management & AI

UKG; Trenton (NJ); On-site; USD 130,000 - 186,000; Full time

Job summary

UKG is seeking a Manager of Product Management to lead a team of product managers and own a portfolio of customer experience products. You will set strategy, invest priorities, and partner across UKG to translate customer problems into valuable experiences.

You’ll use data and AI to inform portfolio decisions, shape enterprise platform solutions across platforms like Salesforce Service Cloud and Certinia PSA, and guide AI-enabled products from discovery to measurement.

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, 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.
• Note: 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 your team, make investment decisions, and partner across UKG to turn customer problems and emerging technology into valuable, connected experiences.
• Shape connected customer experiences by identifying opportunities to simplify experiences across products, platforms, and workflows.
• Lead enterprise platform solutions across platforms such as Salesforce Service Cloud and Certinia PSA, collaborating with technology teams.
• Lead AI-enabled products, guiding AI-powered assistants, agents, and workflows with defined quality, safety, and measurable outcomes.
• Build a high-performing organization by hiring, coaching, and developing product managers and establishing product practices.

Skills

Product management

People management

Cross-functional collaboration

AI-enabled products

Enterprise software

Tools

Salesforce Service Cloud

Certinia PSA

Sierra AI

Human Capital Management (HCM)

SaaS

Job description

UKG is seeking a Manager of Product Management to lead a team of product managers and own a portfolio of customer experience products. You will set strategy, invest priorities, and partner across UKG to translate customer problems into valuable experiences.

You’ll use data and AI to inform portfolio decisions, shape enterprise platform solutions across platforms like Salesforce Service Cloud and Certinia PSA, and guide AI-enabled products from discovery to measurement.