Job Description

Job description

Company and benefits

Job ID

MGRPR016455

Employment Type

Regular

Work Style

hybrid

Location

Pune City,India

Travel

Up to 25%

Role

Mgr. Product Support

Why UKG:



At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.



We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters--and so do you.



: Manager, Product Support



What You'll Do



Management & Team Oversight



Manage a team of frontline Product Support Representatives serving UKG Pro and WFM customers.



Foster a high-performance culture through coaching, mentoring, and career development.



Build trust and remove barriers to success by identifying and addressing team challenges.



Participate in hiring and onboarding processes.



Prepare and manage staffing schedules, including holiday needs prep calls.



Operational Oversight



Oversee daily support operations including staffing, training, and shift management.



Monitor case/call queues and reassign workloads to ensure timely resolution.



Conduct regular audits and provide feedback to improve performance.



Analyse KPIs and productivity metrics to drive continuous improvement.



Customer Experience



Ensure high levels of customer satisfaction by resolving escalations with urgency and effective action plans.



Minimize handoffs and maintain seamless communication with customer contacts.



Address negative feedback trends through coaching and process adjustments.



Cross-Functional Collaboration



Work with other managers to allocate resources effectively.



Collaborate with Product and Engineering teams to implement creative support solutions.



Share best practices across teams to enhance organizational success.



Process Improvement



Identify and present opportunities for process enhancements.



Develop and implement tools and strategies to improve support delivery.



Agentic AI / GPT Adoption and opportunities



Shape



What You'll Need



Required Qualifications



12+ years of experience in payroll/SaaS or related domain.



5+ years managing high-volume support teams.



Bachelor's degree in business, Accounting, Commerce, Computer Science, or equivalent experience.



Proven track record of building and managing high-performing teams.



Strong data analysis, problem-solving, and decision-making skills.



Proficiency in case management systems and Microsoft Office Suite.



Experience coaching and developing support teams.



Willingness to work in US time zones.



Preferred Qualifications



MBA or equivalent postgraduate degree.



Industry certifications such as FPC or CPP.



Domain expertise in HR, Payroll, Time & Labor, or HCM.



Shape



Interpersonal Skills



Excellent written and verbal communication.



Strong conflict resolution and customer service abilities.



Highly motivated, team-oriented, and adaptable under pressure.



Leading and enabling the change management




Company Overview:



UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry -- because great organizations know their workforce is their competitive edge. Learn more at ukg.com.





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


NOTICE ON HIRING SCAMS

UKG will never ask you for a copy of your driver's license, social security card, or passport during a job inter


ABOUT OUR JOB DESCRIPTIONS

All job descriptions are written to accurately reflect the open job and include general work responsibilities. They do not present a comprehensive, detailed inventory of all duties, responsibilities, and qualifications required for the job. Management reserves the right to revise the job or require that other or different tasks be performed if or when circumstances change.