UKG Concierge Lead - Remote (USA)

Improv; United States; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Flexible vacation policy

401(k) with employer contribution

Job summary

Improv is seeking a UKG Concierge Lead to oversee Concierge intake and manage client relationships effectively. In this role, you will coordinate resources, monitor delivery, and ensure project success through strong operational oversight.

The ideal candidate has over 5 years of UKG experience with a Bachelor's degree in Computer Science. Responsibilities include documentation, customer meetings, and managing project timelines to drive efficiency and continuous improvement.

In addition, the position offers substantial benefits, including health insurance and flexible vacation policies.

Qualifications

• Minimum 5 years' experience implementing UKG Pro WFM and/or Ready.
• Experience with Dimensions modules: Timekeeping, Absence, Scheduler.
• Experience with Ready modules: HR, Payroll, and People Insights.

Responsibilities

• Monitor and manage Concierge intake for customers.
• Coordinate internally to resolve gaps and escalate when needed.
• Create documentation, including audit findings and requirements.

Skills

UKG experience

Project management

Customer service

Strong communication

Risk awareness

Education

Bachelor's Degree in Computer Science or related field

Tools

UKG Pro WFM

UKG Ready

ADP Workforce Management

Job description

UKG Concierge Lead

What You Will Do

• Monitor and Manage Concierge intake and resolution for assigned customers
• Coordinate with non-Concierge resources and follow up internally to resolve gaps (missing estimates, missing owners, pending access/onboarding, aging tickets)
• Review dashboards regularly to track completed work, in-progress items, blockers, and risks
• Ensure customer meetings and deliverables are prepared for and executed to expected quality standards
• Watch for delivery risk, scope changes, capacity conflicts, and client dissatisfaction; escalate to leadership when required
• Discover and analyze client business requirements and business processes
• Create usable documentation including audit findings, business requirements, and product design documents
• Translate findings and product design documentation into properly configured applications (Timekeeping, Scheduler, etc.)
• Actively participate, and as needed lead, testing, and quality assurance activities for the projects
• Assist with change management and user acceptance testing
• Maintain the internal project management system up to date with all-time worked, task status, and related documentation
• Lead impactful meetings that bring customers and team members together, creating alignment and driving progress
• Craft and communicate project blueprints, defining work plans, scope, timelines, and resourcing to keep everyone on track
• Drive efficiency and continuous improvement by managing projects with our proven methodology while suggesting improvements to boost speed and consistency
• Maintain current in-depth technical, functional, and operational knowledge of UKG Pro WFM (Dimensions), and/or Ready
• Experience with UKG Workforce Central and understanding of Workforce Central vs. PRO WFM differences is helpful but not required

Your Knowledge, Skills, and Abilities

• Minimum 5 years' UKG experience with completing full implementations of UKG Pro WFM and/or Ready - participated in at least 3 projects end to end through go live
• End-to-end experience with the following Dimensions modules:
  • Timekeeping
  • Absence (Attendance and Leave)
  • Scheduler
• End-to-end experience with the following Ready modules:
  • HR - Performance, Recruiting, Compensation, Succession Planning, Learning, Benefits, COBRA, ACA
  • Payroll - Payroll Services
  • Time - Accruals, Attestation, LOA/Leave
  • Scheduler
  • People Insights
• Hold active certifications:
  • UKG Pro WFM Timekeeping and/or
  • UKG Ready Implementation Time
• Strong operational organization and attention to detail (ticket hygiene, follow-through)
• Clear written and verbal communication with clients and internal stakeholders
• Ability to manage a weekly cadence and deadlines consistently
• Comfort coordinating across multiple resources, ensuring ownership and accountability
• Risk awareness and sound judgment on when and how to elevate
• Exemplary customer service skills with demonstrated ability to effectively develop and maintain client relationships. Client service mindset with a focus on trust, transparency, and responsiveness
• Experience managing projects and developing relationships virtually
• Bachelor's Degree or equivalent in Computer Science or related field (or equivalent experience)
• Applicants must have authorization to work in USA without current or future visa sponsorship

What Would Make You an Outstanding Candidate

• PMP Certification - Preferred
• Experience with ADP Workforce Management optional.
• Understanding of UKG Navigator, Paragon, and Launch methodology/tools.

Benefits

• Access to medical, dental, and vision insurance through Cigna, with the majority of the employee cost covered by the employer
• Employer funding to HSA accounts and FSA access
• Access to a 401(k) through Vanguard with a guaranteed employer contribution
• Flexible vacation policy that allows you to manage your schedule and rest and recharge when you need to
• Ten (10) holidays with flexibility based on what is important for you and those you love
• Family-friendly benefits, extended parental leave for when you need to spend critical time with new family members, employer‑paid short‑term and long‑term disability, employer‑paid life insurance, and access to additional life insurance, hospital coverage, accidental coverage, discounted mental health support, and more
• Support on individual development through certifications, continued learning, conferences, and more

We value a diverse workforce and a culture of inclusivity and belonging. All employment decisions shall be made without regard to age, race, creed, color, religion, gender, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Improvizations is an Equal Opportunity Employer.