Senior Director, Global Product Support

UKG

Atlanta (GA)

Hybrid

USD 164,000 - 236,000

Full time

8 days ago

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Job summary

UKG is seeking a Senior Director, Product Support to lead a large, multi-layered organization delivering exceptional customer outcomes at scale. You will partner with global teams and stakeholders to drive consistent, high-quality support delivery across regions.

The role emphasizes operating discipline, data-driven decision making, and the adoption of AI-enabled capabilities to improve support performance and customer experience. Hybrid work is expected in a large enterprise setting.

Qualifications

10+ years of leadership in enterprise SaaS or technology.
Experience leading a large, multi-layered support organization (100+ staff).
Global/matrixed environment with cross-functional influence and collaboration.
Proven improvements in customer satisfaction, first-contact resolution, and productivity.

Responsibilities

Lead a large Product Support organization through a management team, owning customer experience and performance.
Set operating standards and use data to manage performance across key metrics.
Improve outcomes by reducing unnecessary case movement and accelerating resolution.
Diagnose performance gaps and drive timely corrective action.
Collaborate with Product and Engineering to improve readiness and minimize recurring issues.
Engage with global leaders to ensure cohesive customer experiences across regions.