Job Description

Strategic Leadership: Define and execute the implementation strategy, aligning it with overall business objectives and ensuring high customer satisfaction. Peer Partnership: Build strong peer partnerships across the leadership team to champion a unified vision and accelerate organizational performance. Team Management & Development: Lead, mentor, and grow a high-performing implementation services team, fostering a culture of excellence, continuous improvement, and customer-centricity. Service Delivery Excellence: Ensure the consistent delivery of world-class implementations for UKG HCM and WFM SaaS products, meeting or exceeding our key performance indicators (KPIs) while delivering high customer satisfaction. Customer Success & Growth: Design and implement customer success programs while cultivating strong relationships with key customers, ensuring satisfaction and long-term retention. Process Improvement: Identify and implement improvements in implementation methodology, processes, tools, and technologies to enhance efficiency, quality, and customer experience. Cross-functional Collaboration: Partner closely with Product Management, Engineering, Sales, and Support teams to ensure a cohesive customer journey and drive successful product adoption and retention. Operational Excellence: Oversee the full lifecycle of Professional Services: implementation, enablement, support transitions, and consulting. Streamline service delivery processes using industry best practices. Resource Optimization: Efficiently leverage internal team capabilities to scale implementation operations and optimize cost-effectiveness. Manage budgets and ensure high productive utilization. Governance & Compliance: Ensure that the implementation services in India adhere to all relevant corporate policies and regional compliance requirements. This includes data security/privacy policies when handling customer data, and alignment with regional labor laws. Proactively address risks and implement controls to safeguard operational continuity and data integrity Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field. Master's degree preferred. 15+ years of leadership experience in Software Delivery in SaaS and enterprise services. Understanding of Human Capital Management (HCM) and Workforce Management (WFM) solutions; prior experience with UKG products is a plus. In-depth experience in fast tracking expansion of Services teams in India or similar markets using Global Capability Centers (GCC) and/or Build-Operate-Transfer (BOT) models Proven success with collaborating with and nurturing relationships with organizations based in the United States. Exceptional leadership, communication, and interpersonal skills, with the ability to influence and inspire teams. Experience with customer-centric business models and service excellence. Solid analytical and problem-solving abilities, with a data-driven approach to decision-making. Ability to thrive in a fast-paced, dynamic, and evolving environment. Innovative mindset with a track record of entrepreneurial thinking. High level of cultural awareness and competence, since this role involves working with teams and customers across North America, EMEA, and APAC Ability to travel between Noida and Pune, work flexibility across time zones and travel internationally.

Skills Required