Job description Company and benefits - Job ID - MGRPR018604 - 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, perks you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.-What You'll Do Primary/ Essential Duties And Key Responsibilities - Manage a team of highly engaged individuals tasked with providing front line Product Support to our UKG Ready customers - Provide high level customer satisfaction to the UKG Ready customer base to ensure current and future customer satisfaction by instilling confidence in UKG’s corporate service organization - Guide daily operations for the UKG Ready Support Team including analyzing metrics, staffing shifts, meetings, training, etc. - Manage and facilitate satisfactory resolutions to customer’s service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively - Build and maintain trust and while delegating with purpose, working with employees to understand the obstacles and barriers they experience every day.



Work with them to identify ways to minimize those barriers and identify/obtain tools Product Support Representatives require for successful job performance - Collaborate with a team of managers to drive the success of the organization by helping to ensure that the right resources are allocated to address customer needs - Coach for peak performance, hold the team to high standards by having regular conversations to understand their interests, aspirations, and drive career growth. Look for opportunities for your team to expand and grow their skill sets and experiences - Offer and implement creative solutions within product support. Collaborate and partner effectively with other UKG departments, especially Product and Engineering departments - Measure Product Support Representative productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management - Participate in the interview and hiring process - Participation in on-call/after hour rotations is required to provide occasional after-hours support. Preferred Qualifications/Skills - HR, Payroll, Time and Labor and/or HCM domain experience - Strong leadership, teamwork, influencing, mentoring, and coaching skills - Excellent customer skills and dedication to customer service - Strong sense of urgency in the decision-making process when assessing problems/situations - Experience with reporting & using data to make decisions - Experience with preparing and writing demonstrations, policies, training,



and procedures Interpersonal Skills - Excellent written and verbal communication skills - Conflict resolution - Excellent customer service skills - Ability to handle multiple tasks under stringent timelines Highly motivated and team oriented Leadership and Development - Manage front-line Product Support team for UKG Ready Suite customers - Drive high-level customer satisfaction through effective leadership - Oversee daily operations (metrics analysis, staffing, training) - Coach for performance excellence and career development - Build trust while removing barriers to success - Foster a positive work environment that celebrates achievements Operational Management - Monitor case/call queues for timely resolution - Balance workloads through case reassignment - Conduct regular work audits with feedback - Analyze KPIs to address trends and improve performance - Track productivity and time management - Participating in hiring and coaching talent. Customer Engagement - Ensure timely connection with all customer contacts - Minimize handoffs for seamless customer experience - Resolve escalations urgently with effective action plans - Address negative survey trends with appropriate coaching Cross-Functional Collaboration - Work with other managers to allocate resources effectively - Implement creative solutions and partner with Tier 2 teams. - Maintain communication with cross-functional teams - Participating in peer collaboration to share best practices Process Improvement - Identify and develop process improvement opportunities - Present enhancement ideas to leadership What You'll Need Required - 12+ years of experience in payroll/SaaS management or related role - 5+ years managing a high-volume support team - Bachelor’s degree in business, Accounting, Commerce

📌 Mgr. Product Support (Pune)
🏢 UKG (Ultimate Kronos Group)
📍 Pune