UKG Concierge Lead - Remote (Mexico)

Improvizations

2d • Remote

About The Position

At Improv, we are committed to transforming the Human Capital Management (HCM) and Workforce Management (WFM) industry through a strategic focus on Strategy, Process, and People. Our goal is to deliver solutions that truly meet our clients' needs, not just the latest trend. By partnering with the best in the industry, we broaden our capabilities and consistently achieve our clients' business outcomes. Improv empowers our team with a culture of innovation, trust, and open communication, ensuring our people bring their best every day. Our work impacts millions of lives around the globe. We don't take this lightly. It's a big job - and we are all-in. We're always looking for great teammates who share our passion for doing meaningful work that makes a real difference. We are seeking for unique and experienced UKG Concierge Lead to join our team.

Requirements

• Minimum 5 years' UKG experience with completing full implementations of UKG Pro WFM and/or Ready – participated in at least 3 project 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
• End-to-end experience with the following Ready modules: Payroll – Payroll Services
• End-to-end experience with the following Ready modules: Time – Accruals, Attestation, LOA/Leave, Scheduler
• End-to-end experience with the following Ready modules: 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 escalate
• 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 Mexico without current or future visa sponsorship
• Only Resumes in English will be considered

Nice To Haves

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

Responsibilities

• 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
• 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.

Benefits

• Access to private medical insurance through MetLife.
• Life insurance policy through Sura Seguros.
• 30-day Christmas bonus and a monthly technology stipend.
• Contribution of 8% of the employee's salary to a savings fund.
• Flexible vacation policy that allows you to manage your schedule and rest and recharge when you need to
• Family-friendly benefits, extended parental leave for when you need to spend critical time with new family members, and employer-paid short-term and long-term disability
• Support individual development through certifications, continued learning, conferences, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior