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 As an Escalation Manager EM in the UKG Customer Support organization working directly with a customer or with a variety of internal constituencies you will assume ownership of complex and escalated customer issues for our HCM SaaS On-Premises Workforce Management products and services Your role is not a technical one The ability to interact effectively with technical resources from both customer and internal UKG teams and to break down complex technical problems into more easily understandable terms is critical You will deliver on our promise of Partner for Life by quarterbacking the resolution of escalations through cross-functional relationships that accelerate resolution and mitigate future escalations You will work with technical resources and key internal stakeholders and oversee the management of escalated issues to closure As an EM you will be expected to handle multiple escalations at any time - depending on the scope and intensity of each situation - as well as other special projects Your role may require working directly with a customer or with technical resources from customer teams as needed A successful EM has robust project management organizational and communications skills A senior level of problem-solving experience that supports an ability to assess each situation on its own merits and to vary the approach and method of engagement accordingly is required

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