Manager of AI-Driven CX Product Strategy

UKG (Ultimate Kronos Group); Boston (MA); 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 a portfolio of customer experience products. You’ll set direction, develop your team, make investment decisions, and partner across UKG to turn customer problems and emerging technology into valuable, connected experiences.

The preferred candidate will have customer experience related PM skills or Salesforce/PSA experience, and will lead initiatives across platforms such as Salesforce Service Cloud and Certinia

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 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 portfolio of customer experience products and solutions, setting direction and making investment decisions.
• Partner with business leaders to define strategy, priorities, and outcomes for the portfolio.
• Identify opportunities to simplify experiences across products, platforms, and workflows with customers.
• Shape product strategy across platforms like Salesforce Service Cloud and PSA, guiding integrations and data flows.
• Lead AI-enabled products, establishing quality, trust, safety, and measurable outcomes.
• Build a high-performing organization by hiring, coaching, and developing product managers.
• Coordinate cross-functional execution with Engineering, Design, Data, Security, Legal, and Operations to move from discovery to launch.

Skills

Product management

People management

Cross-functional leadership

Enterprise SaaS experience

Salesforce Service Cloud

Certinia PSA

AI-enabled products

Data-driven decision making

Job description

UKG is seeking a Manager of Product Management to lead a team of product managers and a portfolio of customer experience products. You’ll set direction, develop your team, make investment decisions, and partner across UKG to turn customer problems and emerging technology into valuable, connected experiences.

The preferred candidate will have customer experience related PM skills or Salesforce/PSA experience, and will lead initiatives across platforms such as Salesforce Service Cloud and Certinia