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. 


Job Summary: The Service Operations (Service Operation 3/4) is a role that plays a pivotal role in ensuring exceptional service delivery, customer satisfaction, and efficient service operations. This position is customer-facing and encompasses the responsibility of handling service requests, overseeing quotation delivery, and taking ownership of the entire end-to-end process. Additionally, this role involves leading a team and Line of Business (LOB) estimation.
Key Responsibilities:
1. Customer Interaction:
• Act as the primary point of contact for customers, resolving inquiries, providing guidance, and fostering strong customer relationships.
• Ensure an excellent customer experience throughout the service journey.
2. Service Request Handling:
• Oversee the management of service requests from customers through various communication channels.
• Collaborate with customers to fully understand their needs, preferences, and timeframes.
• Maintain accurate records of service requests and customer interactions.
3. Quotation Delivery:
• Lead the process of creating precise and customized quotations, working closely with relevant departments to meet customer requirements.
• Ensure the timely delivery of quotations to customers and address any questions or clarifications promptly.
4. End-to-End Ownership:
• Take complete ownership of the end-to-end service process, ensuring seamless coordination between internal teams, from initial request to service delivery and follow-up.
• Resolve any customer concerns or issues to ensure a positive customer experience.
5. Cross-Team Collaboration:
• Establish effective communication channels with various internal teams, including sales, operations, technical support, and finance, to facilitate efficient service delivery.
• Proactively reach out to different teams for necessary information, resources, and updates.
6. Team Leadership:
• Lead and manage a team of customer service representatives, ensuring they meet performance targets and deliver outstanding service.
• Provide coaching, guidance, and support to team members for their professional development.
7. Line of Business (LOB) Estimation:
• Collaborate with relevant teams to estimate the Line of Business (LOB) and service requirements.
• Assist in developing and managing budgets and resource allocation.
8. Customer Satisfaction:
• Continuously monitor and measure customer satisfaction levels, seeking feedback and implementing improvements to enhance service quality.
• Address and resolve complex customer issues to maintain high customer satisfaction.
9. Process Enhancement:
• Identify opportunities for process improvements, implement best practices, and contribute to the development of standardized procedures.
10. Reporting:
• Prepare regular reports on key performance metrics, including response times, customer satisfaction ratings, and service request trends.
• Provide management with updates on team and service performance.
Qualifications and Skills:
• Bachelor's degree in a relevant field (business management, operations, etc.).
• Proven experience 8 to 12 years in a customer service role, including team management.
• Exceptional interpersonal and communication skills, with a strong customer-centric approach.
• Proficiency in customer service software and tools.
• Strong leadership, organizational, and time management abilities.
• Attention to detail and accuracy in documentation.
• Ability to handle multiple tasks and work effectively under pressure.
• Problem-solving skills and the ability to address complex customer concerns.
• In-depth knowledge of the company's products and services.
• Positive attitude and a commitment to delivering top-notch customer service.
This job description outlines the key responsibilities and qualifications for the Service Operations Manager position (Service Operation 3/4). The successful candidate will be expected to lead a team, manage the end-to-end service process, collaborate with internal teams, and ensure high levels of customer satisfaction.

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! 

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.     

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