Manager, AI-Enabled Customer Experience Platforms

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

Job summary

UKG is seeking a Manager of Product Management to lead a team and a portfolio of customer experience products. You will set direction, invest in capabilities, and partner across the company to turn customer problems and emerging tech into valuable experiences.

You’ll shape strategy for platforms like Salesforce Service Cloud and PSA, drive AI-enabled product initiatives, and build a high-performing product organization with strong cross-functional collaboration.

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 PSA, Sierra AI, Human Capital Management (HCM), enterprise software, or adjacent Software-as-a-Service (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 the portfolio: You’ll partner with business leaders to 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 with customers to validate problems, solutions, and outcomes.
• Lead enterprise platform solutions, partnering with technology teams to determine how platform capabilities and integrations support customer needs.
• Lead AI-enabled products, guiding AI assistants, intelligent workflows, and automation with clear quality, safety, and business outcomes.
• Build a high-performing organization by hiring, coaching, and developing product managers and shaping practices for portfolio outcomes.
• Lead cross-functional execution with Engineering, Design, Data, AI, Security, Legal, and Operations to move products from discovery through launch and measure adoption.

Skills

Product management

Cross-functional leadership

AI-enabled solutions

Salesforce Service Cloud

Certinia PSA

Sierra AI

HCM

Enterprise SaaS

Job description

UKG is seeking a Manager of Product Management to lead a team and a portfolio of customer experience products. You will set direction, invest in capabilities, and partner across the company to turn customer problems and emerging tech into valuable experiences.

You’ll shape strategy for platforms like Salesforce Service Cloud and PSA, drive AI-enabled product initiatives, and build a high-performing product organization with strong cross-functional collaboration.