Mgr. Product Support

UKG; Alpharetta (GA); On-site; USD 81,000 - 116,000; Full time

Job summary

UKG is seeking a Product Support Manager in Alpharetta to lead a high-volume team delivering world-class customer experiences. The role requires onsite presence at least 3 days per week and close collaboration with cross-functional groups to drive improvements in service delivery and customer success.

You will mentor staff, manage metrics in Salesforce, align resources, provide regular updates to leadership, and promote Knowledge Centric Support.

Qualifications

• 3+ years of people management in customer or technical support.
• Excellent customer service and relationship-building skills.
• Strong leadership, mentoring and coaching abilities.
• Ability to multi-task, prioritize, and stay organized.
• Experience documenting and implementing processes.
• Knowledge of support tools for issue tracking and knowledge management.

Responsibilities

• Develop strategies, operating plans and manage execution within the Product Support team to provide high-quality service.
• Provide guidance to direct reports on challenges; interface with other technical teams and customers to ensure satisfaction.
• Gather and analyze team metrics to understand the business, manage KPIs and forecast needs.
• Identify and implement process improvements to increase efficiency and customer experience.
• Ensure all support requests are documented and tracked in Salesforce; adhere to case management practices.
• Promote Knowledge Centric Support and contribute to the knowledge base.
• Provide regular updates to Leadership and align expectations to achieve results.
• Resolve inter-departmental workflow issues and meet SLOs for the team.
• Participate in late & weekend shifts on a rotational basis; on-call rotations required.

Skills

Customer service

Leadership

Multi-tasking

Process documentation

Issue tracking tools

Knowledge management

Education

BS in CS/IT/Engineering

Tools

Salesforce CRM

Knowledge Base (KB)

Job description

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.

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. Join a talented, energetic, and innovative group, managing a support team chartered to provide support services to the UKG customer base. Lead talented team members in providing a world-class customer experience in a fast-paced, high-volume environment. Manage dynamics of the daily operation by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction whilst improving effectiveness and efficiency. This role will also be responsible for creating an environment which promotes and fosters the development and growth of team members to a sustained high level of performance. The Product Support Manager’s leadership will be pivotal to achieving our goal of delivering great customer experiences which enables customers to maximize value from their UKG solutions.

Duties And Responsibilities

• Develop strategies, operating plans and manage the execution within the Product Support team to provide consistently high-quality service which drives customer success
• Provide guidance to your direct reports on operational or technical challenges and interface effectively with other technical teams and with customers directly to provide total customer satisfaction
• Proficiently gather and analyze team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions, and predict future needs
• Identify and implement process improvements which increase team efficiency, effectiveness, and the customer experience
• Ensure that the team documents, tracks, and manages all support requests, communications, and actions in the Salesforce CRM system
• Ensure adherence to established support processes (e.g. case management, problem resolution, escalation) and best practices to ensure expedited resolution of issues and positive customer experiences
• Promote Knowledge Centric Support (KCS) practices – team uses the Knowledge Base (KB) for research during problem resolution and regularly contribute content to facilitate the growth of the KB
• Provide regular management updates and reports on team performance to the Support Leadership team and communicate expectations clearly and effectively to achieve results
• Provide leadership in resolving issues related to inter-departmental workflow and processes
• Meet or exceed the established service level objectives for the Product Support team
• Act as a primary management escalation resource for customer and internal feedback pertaining to the team
• Participate in late & weekend shifts on a rotational basis
• Participation in on-call rotations is required to provide occasional after-hours support

*** This position requires being onsite in an office at least 3 days per week. ***

Basic Qualifications

• 3+ years of people management experience in a customer support or technical support environment
• Excellent customer service skills and demonstrated track record in communicating with customers, instilling confidence, and building strong customer relationships
• Strong leadership, teamwork, influencing, mentoring, and coaching skills
• Ability to multi-task and prioritize projects, time manage, and practice detail-oriented organizational skills
• Experience documenting and implementing processes and procedures
• Knowledge of support tools for issue tracking and knowledge management

Preferred Qualifications

• HR, Payroll, Time and Labor and/or HCM domain experience
• Experience managing successful remote support teams
• BA/BS degree in Management, Computer Science, Information Technology, or a related technical discipline such as Engineering

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. UKG participates in E-Verify. View the E-Verify posters here. 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 $80,800 to $116,150. 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