Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.
About the Role:
The UKG Payment Services Support team delivers comprehensive, high-quality payroll tax support for our high revenue clients. The Manager will lead team members in providing exceptional customer support and resolution in a fast-paced, high-volume environment. This position will also manage the dynamics of daily operations by driving enhancements within the team and aligning resources to ensure customer satisfaction and retention.
**This is a hybrid role. The employee will be expected to work 3 days/week onsite***
Duties and Responsibilities:
• Manage a highly engaged team of individuals tasked with providing front-line support for our UKG Payroll Tax Services customers on both the UKG Ready and Dimensions HCM platforms.
• Ensure current and future customer satisfaction by instilling confidence in UKG’s Payment Services organization.
• Guide daily operations for the UKGPS Support Team including analyzing metrics, staffing shifts for proper client support coverage, monitoring case volume and cases in queue and backlogs.
• Coach for peak performance, holding the team accountable to established case handling metrics. Measure productivity by monitoring work in progress, as well as demonstrating competency in time management.
• Work with employees to understand obstacles and barriers and identify ways to minimize those barriers and obtain tools for successful job performance.
• Oversee and facilitate satisfactory resolution to customers’ service issues by identifying case escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively.
• Partner with UKGPS department leaders and Global Support cross-functionally to escalate urgent issues and follow through to resolution.
• Identify areas for process improvement and operational efficiency. Offer and implement creative solutions within UKGPS Support. Collaborate and partner effectively with other UKG departments, especially teams within Pro Payment Services Support and Payroll Services to include Tax, Processing, Treasury and Print Production.
• Support Payroll Services strategic initiatives and rollout of new product offerings. Plan for team’s alignment and contribution to overall objectives of UKGPS organization.
Basic Qualifications:
• Domain knowledge in Payroll and Payroll Taxes
• 2+ years of experience coaching, developing, and managing an enterprise services / application support team of at least 8 employees
• Ability to manage customer relationships and escalations successfully
***This is a hybrid role. The employee will be expected to work 3 days/week onsite***
Preferred Qualifications:
• Excellent customer focus, interpersonal, motivational and leadership skills
• Effective time management; exceptional organizational skills with high attention to detail and the ability to multitask and prioritize projects with the right level of precision
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to collaborate effectively with individuals at all organizational levels
• Payroll/Payroll Tax domain experience working in a payroll service bureau preferred
• Bachelor’s Degree preferred
Where we’re going
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
Equal Opportunity Employer
UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.
View The EEO Know Your Rights poster
UKG participates in E-Verify. View the E-Verify posters here.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.
The pay range for this position is $99,800 to $143,450 however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/about-us/careers/benefits