Mgr. Product Support

UKG•Weston, FL

1d•$80,800 - $116,150•Hybrid

About The Position

UKG is seeking a Product Support Manager to lead a talented team in providing world-class customer support services to the UKG customer base. This role involves managing the daily operations of the support center, driving enhancements, aligning resources, projects, and training to ensure customer satisfaction, effectiveness, and efficiency. The manager will be responsible for fostering an environment that promotes the development and growth of team members to achieve sustained high performance. The leadership provided will be crucial in delivering great customer experiences and enabling customers to maximize value from their UKG solutions.

Requirements

3+ years of people management experience in a customer support or technical support environment.
Excellent customer service skills and a demonstrated track record in communicating with customers, instilling confidence, and building strong customer relationships.
Strong leadership, teamwork, influencing, mentoring, and coaching skills.
Ability to multi-task and prioritize projects, manage time, and practice detail-oriented organizational skills.
Experience documenting and implementing processes and procedures.
Knowledge of support tools for issue tracking and knowledge management.

Nice To Haves

HR, Payroll, Time and Labor and/or HCM domain experience.
Experience managing successful remote support teams.
BA/BS degree in Management, Computer Science, Information Technology, or a related technical discipline such as Engineering.

Responsibilities

Develop strategies, operating plans, and manage execution within the Product Support team to provide consistently high-quality service that drives customer success.
Provide guidance to direct reports on operational or technical challenges and interface effectively with other technical teams and customers to ensure total customer satisfaction.
Gather and analyze team metrics to understand the business, manage key performance indicators, make necessary decisions, and predict future needs.
Identify and implement process improvements to increase team efficiency, effectiveness, and the customer experience.
Ensure the team documents, tracks, and manages all support requests, communications, and actions in the Salesforce CRM system.
Ensure adherence to established support processes (e.g., case management, problem resolution, escalation) and best practices for expedited issue resolution and positive customer experiences.
Promote Knowledge Centric Support (KCS) practices, encouraging team use of the Knowledge Base (KB) for research and content contribution.
Provide regular management updates and reports on team performance to Support Leadership and communicate expectations clearly.
Provide leadership in resolving issues related to inter-departmental workflow and processes.
Meet or exceed established service level objectives for the Product Support team.
Act as a primary management escalation resource for customer and internal feedback pertaining to the team.
Participate in late & weekend shifts on a rotational basis.
Participate in on-call rotations for occasional after-hours support.