Sr Dir. Product Support

UKG; Lowell (MA); On-site; USD 150,000 - 210,000; Full time

Job summary

UKG is seeking a senior leader to drive Customer and Operational Performance within its Product Support organization. The role oversees a large, multi-tiered team and holds accountability for customer experience, service performance, and employee engagement.

The position requires data-driven decision making, strong executive presence, and the ability to manage a global, matrixed team. The successful candidate will partner with Product, Engineering, and Support Operations to improve readiness,

Qualifications

• 10+ years of progressive leadership in customer support or services within enterprise SaaS.
• Experience leading 100+ employees in a global or matrixed setting.
• Proven ability to improve customer satisfaction and key operational metrics.
• Experience in hybrid work environments and senior stakeholder engagement.

Responsibilities

• Lead a large, multi-tiered Product Support organization with accountability for customer experience and performance.
• Establish operating standards and use data to manage performance across key metrics (CSAT, FCR, resolution time).
• Improve customer outcomes by reducing unnecessary case movement and ensuring speed and accuracy.
• Diagnose performance gaps and lead timely corrective action.
• Create a sustaining operating rhythm to surface risks and drive improvement.
• Engage with customers and senior stakeholders in escalations to restore confidence.
• Partner with Support Operations on staffing, capacity, and vendor performance decisions.
• Lead, coach, and develop directors and managers; set clear expectations.
• Build a high-performance culture balancing accountability with coaching and inclusion.
• Recruit, develop and retain leaders for a global environment.
• Create succession depth and a durable leadership bench.
• Operate in a matrixed environment with cross-functional collaboration.
• Convert customer insights into product, process, and readiness actions.
• Partner with Product and Engineering to improve readiness and close feedback loops.
• Influence peers and senior leaders with data-backed viewpoints.
• Collaborate with Pune leadership and third-party partners to ensure consistent standards across the support network.

Skills

Leadership

Data analytics

Executive presence

Cross-functional

Stakeholder management

Communication

Tools

CRM systems

Case management

Job description

Customer and operational performance

• Lead a large, multi-tiered Product Support organization through a management team, with accountability for customer experience, service performance, employee engagement, and operating execution.


• Establish clear operating standards and use data to manage performance across customer satisfaction, first-contact resolution, resolution time, case quality, handoffs, repeat contacts, escalation trends, backlog health, and productivity.


• Improve customer outcomes by reducing unnecessary case movement, strengthening ownership and communication, and ensuring teams resolve issues with speed, accuracy, and appropriate urgency.


• Diagnose performance gaps through data, customer feedback, and direct observation; distinguish isolated issues from systemic problems; and lead timely corrective action.


• Create and sustain an operating rhythm that surfaces emerging risks early, drives root-cause action, and holds leaders accountable for measurable improvement.


• Engage directly with customers and senior customer stakeholders, including in escalated situations, to restore confidence, resolve complex issues, and represent the customer perspective internally.


• Partner with Support Operations on staffing, capacity, productivity, location, and vendor performance decisions, providing the operating insight required to make sound tradeoffs.


• Lead, coach, and develop directors, managers, and emerging leaders; set clear expectations for ownership, decision quality, customer focus, and execution.


• Build a high-performance culture that balances rigorous accountability with coaching, recognition, inclusion, and career development.


• Assess organizational capability and talent health; make difficult personnel decisions when performance or leadership behavior does not meet the required standard.


• Recruit, develop, and retain leaders who can operate effectively in a complex, customer-facing, global environment.


• Create succession depth and a durable leadership bench capable of sustaining performance through change, growth, and evolving customer needs.


• Operate effectively in a highly matrixed environment, building strong working relationships with Product, Engineering, Customer Experience, Services, Relationship Management, Support Operations, and global support leaders.


• Convert customer contacts, support trends, escalations, and voice-of-customer insights into clear product, process, supportability, and readiness actions.


• Partner with Product and Engineering to improve support readiness, prioritize recurring customer-impact issues, reduce avoidable demand, and close feedback loops.


• Influence peers and senior leaders with a clear, data-backed point of view, even when the required action sits outside the Product Support organization.


• Collaborate closely with Pune leadership and third-party partners to promote consistent standards, effective handoffs, and a cohesive customer experience across the support network.

Requirements

• 10+ years of progressive leadership experience in customer support, technical support, customer experience, or service operations within enterprise SaaS or technology organizations.


• Demonstrated experience leading leaders in a large, multi-layered support organization of at least 100 employees.


• Experience leading in a global or highly matrixed organization, with a record of influencing outcomes across functions, geographies, and organizational boundaries.


• Proven record of materially improving customer satisfaction, first-contact resolution, resolution time, case quality, backlog health, productivity, or other core support outcomes.


• Strong operational and analytical acumen, including the ability to use data to identify performance drivers, make sound tradeoffs, and communicate an actionable point of view.


• Demonstrated leadership in customer escalations and experience engaging senior customer stakeholders in complex situations.


• Strong executive presence, written and verbal communication skills, and the ability to influence VP-level and senior cross-functional leaders.


• Demonstrated ability to develop leaders, set high standards, manage underperformance decisively, and build an engaged, accountable culture.


• Ability to work in a hybrid office environment in accordance with UKG's location and work-policy requirements. 3 days a week in either Lowell MA, Weston FL or Atlanta GA.


• Experience at the Senior Director level, or equivalent scope, with at least three years of senior-director leadership experience; alternatively, at least five years of director-level leadership experience managing a comparably large and complex organization.


• Experience in HCM, payroll, time and labor, workforce management, or a similarly complex enterprise SaaS domain.


• Experience managing or partnering closely with third-party support providers or business-process outsourcing partners.


• Demonstrated experience leading successful adoption of AI-enabled support capabilities, such as agent assist, intelligent triage and routing, knowledge retrieval, case summarization, quality automation, or coaching tools.


• Experience working with support platforms, CRM or case-management systems, voice-of-customer data, operational dashboards, and customer-experience measurement.


• Experience applying continuous-improvement methods such as Lean, Six Sigma, Kaizen, ITIL, or an equivalent discipline.