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.
At UKG, our culture starts with people. We take great pride in our award-winning workplace culture and how it inspires our purpose.     About the Role
We are seeking a highly motivated and experienced and technical Senior Manager to lead our efforts in ensuring exceptional customer experiences across all touchpoints for our product suite. You will be responsible for developing and executing comprehensive strategies to evaluate the quality, usability, accessibility and effectiveness of our quality validation covering customer workflows, usage pattern from end to end suite. You will collaborate closely with cross-functional teams, including product, development, and customer support, to identify areas for improvement and drive a customer-centric culture within the organization with goal to achieve “Customer 0 defect” quality level.

Key Responsibilities: Lead team to meet the following goals:
Customer Experience Validation:
• Define and implement testing strategies to improve customer experience across products/services at suite level.
• Lead end to end validation scenarios development, for existing and new features, covering functional, integration, usability.
• Collaborate with product management, engineering, teams to ensure new feature development, implementation meets the customer expectations and quality.

Test Automation and Process Optimization :
• Drive automation initiatives to ensure end to end testing is automated, executed with in parallel to save time for validation, stable and reliable automation covering user workflows.
• Leverage and promote AI in validation and test automation for fast development, low maintenance of automation suite.
• Continuously optimize testing processes, automation, framework for stable automation and regular execution to qualify the product and identify defects.
• Develop and maintain test scripts, ensuring alignment with business objectives.

Product Learning and Knowledge Management:
• Ensure continuous learning and upskilling of team members on new product features and technologies.
• Collaborate with product and engineering teams to gain in-depth knowledge of system architecture and updates.

Troubleshooting and Issue Resolution :
• Develop team skills for efficient troubleshooting for identifying product issues, underlying root cause to report to engineering teams for fast resolution
• Implement root cause analysis (RCA) frameworks to prevent recurring problems.
• Coordinate with technical support, development, and customer service teams to resolve complex issues.
• Track and analyse issue trends, providing data-driven insights for product improvement.

Team Leadership and Collaboration :
• Lead and mentor a high-performing team, fostering a culture of innovation and accountability.
• Collaborate with cross-functional teams, including product management, development, and customer support.
• Set clear goals, monitor team performance, and drive continuous improvement.
• Communicate effectively with stakeholders to ensure alignment on testing strategies and priorities.

Qualifications and Skills :
• Bachelor’s/Master’s degree in Computer Science, Engineering, or a related field.
• 14+ years of experience in testing, automation, and customer experience management, with at least 5 years in a managerial role.
• Strong expertise in test automation tools (e.g., Selenium, Appium, RestAssured, Nightwatch, TestNG, JUnit).
• Experience with CI/CD pipelines and DevOps practices.
• Excellent leadership, communication, and stakeholder management skills.
• Strong problem-solving abilities and a data-driven mindset.

Preferred Qualifications:
• Experience in AI-driven test automation and analytics.
• Familiarity with cloud-based testing environments (GCP, AWS).

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 $143,100 to $204,200 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/careers