Senior Manager, AI-Driven Customer Experience Products

UKG; Annapolis (MD); On-site; USD 130,000 - 186,000; Full time

Job summary

UKG is seeking a Manager of Product Management to lead a portfolio of customer experience products. You will guide strategy, invest priorities, and partner with UKG teams to turn customer needs and emerging technology into connected experiences.

You will shape product strategy for platforms including Salesforce Service Cloud and PSA, implement AI-enabled solutions, and drive measurable business outcomes while fostering a high-performing team.

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, or related customer experiences.
• Experience with Salesforce Service Cloud, Certinia PSA, Sierra AI, Human Capital Management (HCM), enterprise software, or adjacent Software-as-a-Service (SaaS) domains.
• Note: role aligns with east coast hours; collaboration with UKG engineering teams in India is common.

Responsibilities

• 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.
• Lead portfolio strategy and investments with business leaders, evaluating where to invest, accelerate, partner, or pivot.
• Shape connected customer experiences across platforms and workflows, validating problems, solutions, and outcomes with customers.
• Lead AI-enabled products and establish expectations for quality, trust, safety, and measurable outcomes.
• Build a high-performing organization by hiring, coaching, and developing product managers and instituting scalable product practices.

Skills

Product management

People management

Cross-functional leadership

AI-enabled solutions

Salesforce Service Cloud

Tools

Salesforce Service Cloud

Certinia PSA

Sierra AI

HCM

Job description

UKG is seeking a Manager of Product Management to lead a portfolio of customer experience products. You will guide strategy, invest priorities, and partner with UKG teams to turn customer needs and emerging technology into connected experiences.

You will shape product strategy for platforms including Salesforce Service Cloud and PSA, implement AI-enabled solutions, and drive measurable business outcomes while fostering a high-performing team.