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Sr Mgr. Product Support

$99,800 - $143,450/Yr

Ultimate Kronos Group - Maitland, FL

posted about 1 month ago

Full-time - Manager
Hybrid - Maitland, FL
Publishing Industries

About the position

The Senior Manager Product Support manages a team of professionals to drive support to UKG customers. As a Senior Manager you will work to develop the team objectives and to deliver on strategic goals as sent by upper management. This role entails leading a part of the team supporting our award-winning UKG Pro Payroll, Core, and HR solutions. The Senior Manager will apply their in-depth understanding of customer support and of our business to help drive the best outcomes for our customers and UKrew team. Additionally, this role will impact the team by creating, refining, and owning the processes and methodologies used within the organization.

Responsibilities

  • Lead and coach a team of managers on the Product Support team
  • Manage the operations of the team including achievement of productivity, customer experience, and management experience OKRs
  • Develop objectives and plans for the team to achieve our strategic customer service goals
  • Drive initiatives for delivery of support
  • Support managers in delivering a high-quality employee experience for their team
  • Serve as a point of escalation as needed to help achieve customer objectives or address support challenges

Requirements

  • BS/BA preferred or equivalent work experience
  • 7+ years customer service management experience
  • Must be able to be in office for 3 days a week

Nice-to-haves

  • Demonstrated knowledge of UKGPro Payroll & HR applications
  • Confidence and strong leadership abilities
  • Prior experience leading managers is preferred
  • Demonstrated experience with reporting and utilizing information to make data-driven decisions
  • Ability to influence decision making across the organization

Benefits

  • Wellness programs
  • Tuition reimbursement
  • Customizable expense reimbursement program (U Choose)
  • Support for student loan repayment
  • Childcare assistance
  • Pet insurance
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