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Interprets, executes and recommends modifications to company strategies and procedures. Often meets with senior managers and peers from other functional groups to deal with external dependencies and issue resolution Interacts with senior customer management (VP/Director level) in both pre and post sales situations. Represents UKG to these customers and has authority to commit significant company resources in these interactions. Responsible for customers' overall satisfaction. Responsible for key product input and requirements communications to Engineering which have very significant impact on medium term company competitive positioning and service delivery costs. Develops staffing strategies. Recruits and hires staff. Supervises direct and functional reports. Establishes individual performance goals and priorities. Reviews performance against goals. Provides counseling. Plans, approves, and implements programs for the timely development and progress of each individual. 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Participation in on-call rotations is required to provide occasional after-hours support Mettez le client au premier plan de tout ce que vous faites, en favorisant une satisfaction de la clientele de classe mondiale. Fournir un soutien exceptionnel base sur les accords de niveau de service (SLA) convenus et les indicateurs cles de performance (KPI). Developper une connaissance approfondie des produits UKG. Soyez le premier point de contact pour le support. Trier et resoudre les cas rapidement en utilisant les meilleures pratiques de depannage. Collaborer et communiquer avec les pairs internes et les principaux intervenants pour faire progresser les problemes des clients, en utilisant avec competence toutes les methodes de communication orale et ecrite. Assurez-vous que le client est toujours informe de l'avancement de son probleme avec des plans d'action clairs et progressifs et les prochaines etapes. Utiliser des outils internes pour reproduire les configurations des clients et faire progresser les cas vers les ingenieurs/ingenieurs de niveau superieur. Ameliorer la base de connaissances d'UKG en creant, en mettant a jour et en partageant des articles. La participation aux rotations de garde est requise pour fournir un soutien occasionnel apres les heures de travail 2+ years' experience in a fast-paced customer service and/or technical support environment Demonstrated technical troubleshooting and/or problem-solving skills Demonstrated dedication to customer service and experience managing customer relationships Must be bilingual in English and French Experience working with/in UKG Product suite HR and/or Payroll experience Strong computer skills with a proficiency in successfully learning new technologies quickly Exceptional organizational, time-management and planning skills with a strong attention to detail Excellent written, oral communication, listening and telephone skills 2 ans ou plus d'experience dans un environnement de service a la clientele et/ou de soutien technique en evolution rapide A demontre des competences techniques en matiere de depannage et/ou de resolution de problemes A demontre son devouement au service a la clientele et son experience dans la gestion des relations avec la clientele Maitrise bilingue de l'anglais et du fran\u00e7ais. Experience de travail avec/dans la suite de produits UKG Solides competences informatiques avec la capacite d'apprendre rapidement et avec succes de nouvelles technologies Competences exceptionnelles en matiere d'organisation, de gestion du temps et de planification, avec une grande attention aux details Excellentes competences en communication ecrite, orale, d'ecoute et telephonique UKG s'apprete a vivre quelque chose de vraiment special. \u00c0 l'echelle mondiale, nous nous classons deja au premier rang pour la gestion des ressources humaines et au deuxieme rang pour la gestion du capital humain. Des dizaines de millions de personnes travaillant en premiere ligne commencent et terminent leur journee avec notre logiciel, et des milliards de quarts de travail sont geres chaque annee par le biais des solutions UKG aujourd'hui. Pourtant, c'est notre portefeuille de produits alimentes par l'IA et con\u00e7us pour soutenir la clientele de toutes tailles, de tous secteurs et de toutes zones geographiques qui nous propulsera vers des lendemains encore plus radieux! Employeur souscrivant au principe de l'egalite d'acces a l'emploi UKG est fier d'etre un employeur souscrivant au principe de l'egalite d'acces a l'emploi et s'engage a maintenir un milieu de travail diversifie et inclusif. Tous les candidats qualifies seront pris en consideration pour un emploi sans egard a la race, a la couleur, a la religion, au sexe, a l'age, au handicap, a l'etat matrimonial, a la situation familiale, a l'orientation sexuelle, a la grossesse, a l'information genetique, a l'identite de genre, a l'expression de genre, a l'origine nationale, a l'ascendance, au statut de citoyen, au statut d'ancien combattant et a tout autre statut protege par les lois federales, provinciales ou locales contre la discrimination. Accommodement aux handicaps UKG s'engage a fournir un accommodement aux personnes handicapees durant le processus de candidature et d'entrevue. Si vous avez besoin d'un accommodement durant le processus de candidature et d'entrevue, veuillez communiquer avec nous a UKGCareers@ukg.com. 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Attend internal and external department training sessions as required Proficient in English, encompassing writing, speaking, and comprehension Ability to multi-task in order to complete tasks and achieve goals in a fast-paced and metrics-driven environment Demonstrate strong technical troubleshooting skills by breaking down the expected versus actual results, reproducing the issue, researching, and verifying the solution Strong verbal and written communication skills with demonstrated ability to communicate effectively Ability to multitask; can prioritize and juggle many tasks or projects at once Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner Bachelor's degree required: BCom, BA, BSc. 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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 Overall, 8+ years of work experience, with 3+ years of people management experience 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 Conflict resolution Ability to handle multiple tasks under stringent timelines Bachelor's degree in Business, Accounting, Commerce, Computer Science or a related field or equivalent work experience will be considered", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "onsite", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893381171270", "isPrivate": false, "latlongs": "18.5204303,73.8567437"}, {"id": 893381171147, "name": "Director of Product Management", "location": "Lowell,MA,United States", "locations": ["Lowell,MA,United States"], "hot": 0, "department": "Product", "business_unit": "Product", "t_update": 1744990109, "t_create": 1743052771, "ats_job_id": "c351acc3-c6e1-4ff4-a8b2-3df8fcbac9bb", "display_job_id": "DIRPR012577", "type": "ATS", "id_locale": "DIRPR012577-en", "job_description": "Leadership role to help shape and execute the overall vision of the product to incrementally deliver value to our customers, while learning from, and along with, our customers, partners and the Product teams that you will support Develop, communicate and execute iteratively upon a comprehensive and compelling product strategy that aligns with business goals and balances customer needs, market trends, and technical feasibility Ensure plans create the most compelling business solution while ensuring overall competitive positioning in the market and high-value solutions that truly solve customer problems Own the direction of features and clearly define the product metric goals and the right mechanisms to collect, track, report and react to the data, demonstrating a balance of qualitative and quantitative observations to fuel ongoing learning and customer centricity Drive end-to-end customer value delivery, from feature conception to launch to adoption and iterative innovations Lead cross-functional teams (engineering, design, product), making data-driven decisions, to manage dependencies and ruthlessly prioritize and optimize product features, enhancements, backlog items, and bug fixes Partner with the sales, services, support, marketing, and readiness organization for all GTM strategy and delivery efforts Drive process improvement and discipline of the \"Business of Products\" Lead, mentor, and guide product managers and cross-functional teams, fostering a culture of continuous learning and growth Collaborate with Suite product leaders to align product goals with overall company objectives Build strong relationships with customers and stakeholders The ideal candidate brings prior Gen AI experience, and is an accomplished, high-energy, collaborative leader with a proven track record of working in or with SaaS software companies. They can go deep into both functional/technical hurdles with engineers/architects as well as strategic discussions with executives. Experience with HCM products or solutions is preferred but not mandatory. 3+ years' experience leading product management teams with track record of developing and coaching Product Managers through ambiguous problems 5+ years' experience as a Senior Product Manager or Product Manager on a scaling SaaS application in an Agile development environment Demonstrated experience in developing customer centricity and outcomes delivery through matrixed cross-functional Product Development teams Ability to create and embody a culture of \"customer first\" in approaching user and business problems Strong use of analytics, user research and business cases to drive decisions and improve products in an enterprise SaaS setting Comfortable and experienced presenting to various audiences and levels Track record of balancing between discovering new product opportunities and delivering world-class product experiences We believe strongly in the power of in-person collaboration. We work in a hybrid model. 3 days on site in the office is required. Demonstrated experience working with and integrating AI into your team's daily regime Experience building enterprise software products in the manufacturing or sales/distribution sectors highly preferred Highly motivated, innovative, and solution-driven with experience in shaping cohesive, engaging product experiences Strong analytical, data-driven problem solver and decision maker who is deeply empathetic and leads with a user-centered approach An evangelist of how technology can unlock business value and customer experiences History and reputation for listening to users, understanding their needs, and creating improvements to meet those needs Strong track record of influencing and executing product strategy through portfolio roadmaps and tight collaboration with Engineering Committed to collaboration and can work well with other business units to build iterative solutions that continuously deliver value If no experience in HCM, you have a proven track record of entering a new space and building expertise rapidly", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "hybrid", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893381171147", "isPrivate": false, "latlongs": "42.6334247,-71.31617179999999"}, {"id": 893381131169, "name": "Manager Product Management", "location": "Noida,UP,India", "locations": ["Noida,UP,India"], "hot": 0, "department": "Product", "business_unit": "Product", "t_update": 1745063340, "t_create": 1742792747, "ats_job_id": "3502ccca-eb09-41b4-bac8-cf8d73009ee8", "display_job_id": "MANAG012468", "type": "ATS", "id_locale": "MANAG012468-en", "job_description": "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. We have a great opportunity for a Manager, Product Management to lead a team focused on product infrastructure within our Pro WFM Suite. Specifically, this Manager, Product Management will lead a team of Product Managers, coaching and developing the team to identify, design, deliver and optimize solutions for an existing product that's used by millions of global employees each month within our human capital management and workforce management applications. This will include ongoing collaboration with partners in all their forms: external customers such as Buyers, Admin users, HR users, employees along with internal customers who implement and deliver the products that this team will develop and launch. The role will balance between coach and contributor: coaching developing and managing an existing team of Product Managers while contributing as a product lead for cross-functional development teams as needed on a mature global product. As a Manager, Product Management, your focus is on working with teams, people issues, and alignment. To succeed at this, you will have to take a step back and look at the bigger picture to optimize processes and improve team performance. Communication, leadership, and collaboration skills are necessary to succeed in this role as you are tasked to constantly communicate with customers (internal and external) and team members to identify previously unseen challenges and possible opportunities. It is a Manager, Product Management's role to create consensus locally with impacted teams and around the larger company. This individual will be responsible to help shape and execute the overall vision of the product to incrementally deliver value to our customers, while learning from, and along with, our customers, partners and the Product teams that you will support. You will manage this product and ensure each product release is successful by fostering team collaboration, continuous improvement and representing the voice of the customer. You will own the direction of features and clearly define the product metric goals and the right mechanisms to collect, track, report and react to the data, demonstrating a balance of qualitative and quantitative observations to fuel ongoing learning and customer centricity. Strong discipline in the use and positioning of AI technologies 5+ years experience leading product management teams with track record of developing and coaching Product Managers through ambiguous problems 5+ years experience as a Senior Product Manager or Product Manager on a scaling SaaS application in an Agile development environment Demonstrated experience in developing customer centricity and outcomes delivery through matrixed cross-functional Product Development teams Ability to create and embody a culture of \"customer first\" in approaching user and business problems Strong use of analytics, user research and business cases to drive decisions and improve products in an enterprise SaaS setting Comfortable and experienced presenting to various audiences and levels Track record of balancing between discovering new product opportunities and delivering world-class product experiences PREFERRED Experience working with globally distributed teams Demonstrated experience in enterprise SAAS product launches Deep knowledge of SAAS infrastructure and Component Applications Ability to use data to help inform and prioritize product decisions and priorities Functional and technical knowledge of Workforce Management and Human Capital Management software Experience working with both technical and business user communities Comfort with the ambiguity that comes with building new products from zero to mature adoption 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", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "hybrid", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893381131169", "isPrivate": false, "latlongs": "28.5355161,77.3910265"}, {"id": 893380957618, "name": "Mgr. 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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. 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