Senior Director, Global Product Support

Ukg-6; Atlanta (GA); Hybrid; USD 164,000 - 236,000; Full time

Job summary

UKG is hiring a Senior Director, Product Support to lead a large, multi-layered product support organization and deliver exceptional customer outcomes at scale. The role partners with global teams to drive high-quality support and customer experience across a complex matrix.

The successful candidate will set operating standards, coach leaders, and use data to drive improvements. A hybrid work model is available with locations in Lowell, MA; Weston, FL; and Atlanta, GA.

Qualifications

• 10+ years of progressive leadership experience in customer support, technical support, customer experience, or service operations within enterprise SaaS or technology organizations.
• Experience leading leaders in a large, multi-layered support organization of at least 100 employees.
• Experience working in a global or highly matrixed organization with influence across functions, geographies, and boundaries.
• Strong analytical and data-driven decision making to improve customer outcomes.

Responsibilities

• Lead a large, multi-tiered Product Support organization through a management team, with accountability for customer experience and service performance.
• Establish operating standards and use data to drive performance across CSAT, FCR, resolution time, and backlog health.
• Diagnose performance gaps and drive timely corrective action.
• Collaborate with Product, Engineering, and senior leaders to improve readiness and customer impact.
• Engage directly with customers and senior stakeholders in escalations to restore confidence.

Skills

Leadership

Data-driven decisions

Operational discipline

Cross-functional collaboration

Customer-focused

Executive presence

Analytical skills

Education

Bachelor’s degree or equivalent

Tools

CRM systems

Analytics dashboards

AI-enabled support tools

Job description

UKG is hiring a Senior Director, Product Support to lead a large, multi-layered product support organization and deliver exceptional customer outcomes at scale. The role partners with global teams to drive high-quality support and customer experience across a complex matrix.

The successful candidate will set operating standards, coach leaders, and use data to drive improvements. A hybrid work model is available with locations in Lowell, MA; Weston, FL; and Atlanta, GA.