Head of Global Product Support & Customer Success

UKG; Lowell (MA); On-site; USD 150,000 - 210,000; Full time

Job summary

UKG is seeking a senior leader to drive Customer and Operational Performance within its Product Support organization. The role oversees a large, multi-tiered team and holds accountability for customer experience, service performance, and employee engagement.

The position requires data-driven decision making, strong executive presence, and the ability to manage a global, matrixed team. The successful candidate will partner with Product, Engineering, and Support Operations to improve readiness,

Qualifications

• 10+ years of progressive leadership in customer support or services within enterprise SaaS.
• Experience leading 100+ employees in a global or matrixed setting.
• Proven ability to improve customer satisfaction and key operational metrics.
• Experience in hybrid work environments and senior stakeholder engagement.

Responsibilities

• Lead a large, multi-tiered Product Support organization with accountability for customer experience and performance.
• Establish operating standards and use data to manage performance across key metrics (CSAT, FCR, resolution time).
• Improve customer outcomes by reducing unnecessary case movement and ensuring speed and accuracy.
• Diagnose performance gaps and lead timely corrective action.
• Create a sustaining operating rhythm to surface risks and drive improvement.
• Engage with customers and senior stakeholders in escalations to restore confidence.
• Partner with Support Operations on staffing, capacity, and vendor performance decisions.
• Lead, coach, and develop directors and managers; set clear expectations.
• Build a high-performance culture balancing accountability with coaching and inclusion.
• Recruit, develop and retain leaders for a global environment.
• Create succession depth and a durable leadership bench.
• Operate in a matrixed environment with cross-functional collaboration.
• Convert customer insights into product, process, and readiness actions.
• Partner with Product and Engineering to improve readiness and close feedback loops.
• Influence peers and senior leaders with data-backed viewpoints.
• Collaborate with Pune leadership and third-party partners to ensure consistent standards across the support network.

Skills

Leadership

Data analytics

Executive presence

Cross-functional

Stakeholder management

Communication

Tools

CRM systems

Case management

Job description

UKG is seeking a senior leader to drive Customer and Operational Performance within its Product Support organization. The role oversees a large, multi-tiered team and holds accountability for customer experience, service performance, and employee engagement.

The position requires data-driven decision making, strong executive presence, and the ability to manage a global, matrixed team. The successful candidate will partner with Product, Engineering, and Support Operations to improve readiness,