Manager of Product Management, CX team

UKG; Topeka (KS); Presencial; USD 130 000 - 186 000; Tempo integral

Resumo da oferta

UKG is seeking a Manager of Product Management to lead a team delivering customer experience products and connected experiences across platforms. You will partner with engineering, data, and business teams to drive strategy and investments, using data and AI to create value while maintaining strong governance and outcomes.

The role requires senior PM experience with enterprise software, cross-functional leadership, and familiarity with Salesforce Service Cloud and Certinia PSA.

Qualificações

• 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.

Responsabilidades

• Lead a team of product managers and a portfolio of customer experience products and solutions.
• Define direction, develop your team, make investment decisions, and partner across UKG to turn customer problems and emerging technology into valuable, connected experiences.
• Shape product strategy and experiences across platforms such as Salesforce Service Cloud and Certinia PSA, partnering with technology teams.
• 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 shaping product practices.

Conhecimentos

Product management

People management

Cross-functional collaboration

Strategic thinking

Data-driven decisions

Ferramentas

Salesforce Service Cloud

Certinia PSA

Sierra AI

HCM

Descrição da oferta de emprego

Why UKG:

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.

About the Team:

Our Customer Experience Product Management team creates products and solutions that simplify how customers engage with UKG. We connect customer needs, enterprise platforms, technology, data, and artificial intelligence (AI) to improve experiences across the customer journey and deliver measurable customer and business outcomes.

About the Role:

As a Manager of Product Management, you’ll lead a team of product managers and a portfolio of customer experience products and solutions. 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 brings customer experience related product management skills, along with Salesforce/PSA experience.

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. Together, you’ll evaluate where to invest, accelerate, partner, change direction, or stop based on customer value, business impact, cost, risk, and evidence. You’ll use data and AI to synthesize customer and business signals, identify opportunities and risks, and inform portfolio decisions.

Shape connected customer experiences: You’ll identify opportunities to simplify experiences across products, platforms, and workflows and partner with customers to validate problems, solutions, and outcomes.

Lead enterprise platform solutions: You’ll shape product strategy and experiences across platforms such as Salesforce Service Cloud and Certinia Professional Services Automation (PSA), partnering with technology teams to determine how platform capabilities, integrations, data, automation, and new solutions can best support customer and business needs.

Lead AI-enabled products: You’ll guide where AI-powered assistants, agents, intelligent workflows, and automation create meaningful value, including appropriate levels of agent autonomy and human oversight. You’ll establish expectations for quality, trust, safety, economics, and measurable customer and business outcomes.

Build a high-performing organization: You’ll hire, coach, and develop product managers; shape team capacity and ways of working; and establish the product practices and capabilities needed to achieve portfolio outcomes. You’ll help your team use AI appropriately to improve discovery, analysis, experimentation, decision-making, and product operations while maintaining human judgment and accountability.

Lead cross-functional execution: You’ll partner with Engineering, Design, Enterprise Applications, Data, AI, Security, Legal, Operations, and customer-facing teams to manage dependencies and move products from discovery through launch, adoption, measurement, and continuous improvement.

Drive outcomes and influence: You’ll establish measures for customer experience, adoption, product quality, operational performance, and business value, and communicate strategy, trade-offs, risks, and outcomes to senior leaders and stakeholders.

Minimum Required 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 Software-as-a-Service (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**

**This position is open only to current residents of the US

Preferred Qualifications:

Experience leading a portfolio of interconnected products, enterprise platforms, or customer experiences.

Experience delivering AI-enabled products from discovery and experimentation through launch, adoption, measurement, and continuous improvement.

Experience evaluating product and technology decisions across customer value, quality, cost, safety, privacy, scalability, and business outcomes.

Company Overview

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

Equal Opportunity Employer

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf)

UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [e-mail] .

The pay range for this position is $129,500 to $186,100. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG’s benefits and rewards at https://www.ukg.com/about-us/careers/benefits

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.