Technical Product Ops Specialist I

UKG•Sunrise, FL

2d•$63,900 - $91,800

About The Position

The Emerald Command Center Technical Product Ops Specialist is a critical role within UKG’s Emerald Experience Program. The position proactively safeguards customer operations through continuous monitoring, assurance, and early risk detection. It supports integration care, customer-specific process monitoring, and tailored health checks and services for UKG’s most strategic premium customers. The role combines customer-specific monitoring, analytical insight, and operational intelligence to prevent issues and maintain executive confidence in UKG-managed operations. The specialist also manages L1 support readiness by owning initial responses and routing for Emerald customer support cases. The role works across customer integrations, processes, and data flows, including payroll activities and third-party feeds, and collaborates with internal support, engineering, integration, and cloud operations teams to identify and resolve risks.

Requirements

At least 2 years of experience in HCM operations, payroll systems, integrations, or technical support.
Understanding of payroll processes and dependencies.
Strong analytical, problem-solving, and root cause analysis skills.
Excellent communication skills.
Flexibility for shift-based work and occasional weekend support.
Ability to deliver results in dynamic environments with a strong focus on customer-centricity, quality, and efficiency.

Nice To Haves

Knowledge of cloud operations, AI, data, and integrations.

Responsibilities

Own initial responses and routing for all L1 support cases for Emerald customers.
Monitor customer-specific integrations, processes, and data flows across UKG platforms, using technologies such as AI agents and RPA.
Proactively detect risks that could affect payroll accuracy, workforce data integrity, or downstream processes.
Monitor inbound and outbound integrations, including third-party vendors and customer-specific feeds.
Run tailored system health checks based on each customer’s configuration, integrations, and critical processes.
Develop and refine monitoring rules in line with customer priorities and business cycles.
Document health-check findings and surface insights that strengthen long-term operational stability.
Validate readiness before payroll close and ensure customer payroll activities are accurate.
Identify trends, recurring issues, and emerging risks, and recommend preventive actions.
Protect customer-specific payroll calendars, cutoffs, and dependencies.
Partner with Emerald Experience Managers, Product Support, Engineering, Integration teams, and Cloud Operations.
Initiate proactive escalations when risks are identified and support timely resolution.
Contribute to root cause analysis and post-incident reviews to prevent recurrence.