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. Job Summary The UKG Employee Engagement Center is responsible for building strong working relationships with our customers by assisting their employees with their health and welfare benefits and payroll inquiries. As a Manager of Employee Engagement Center, you will lead our team of HRSC professionals who support end users of our award-winning UKG Pro Payroll and Benefits solutions within a team environment. You will be providing in-depth analysis and timely resolutions or workarounds for employee needs. This role requires sharp analysis, problem determination and troubleshooting skills. This includes planning and directing strategies in support of our rapid growth while creating a highly engaged and collaborative culture. Key Responsibilities • Direct reports include functional managers and direct and indirect staff of 30-40 employees. • Establishes organizational goals and objectives and monitors performance to plan. Adjusts resources, organization structure and personnel to achieve attainment of overall goals. Delegates tasks and assignments to appropriate subordinates and monitor's progress. • Gives significant input into strategic and tactical decisions related to the functional discipline • Solves multiple problems involving complex technical and managerial issues involving functional discipline • Develop strong relationships and alignment with our internal partners • Good understanding on Performance Management, MBR, QBR etc. • Strong background and knowledge in Employee Engagement and career pathing related contributions in current role • 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. Plans and grants salary increases as appropriate. Manages discipline and documentation steps in problem employee situations. Required Qualifications • Bachelor’s degree in Business, Accounting, Finance, Computer Science or a related field • Overall, 12 – 15 years of work experience in customer service/support teams • Over 7 years of leadership experience and experience of leading leaders • Good understanding of HCM Industry/US Payroll/Benefits/Taxation • Must be proficient in Microsoft Office (Excel, Word, and PowerPoint) • Industry related certifications is desirable (American Payroll Association certification (CPP or FPC) • Excellent oral and written communication skills • Proven ability to develop and mentor subordinates • Strong problem-solving and conflict resolution skills • Ability to troubleshoot complex problems with tools and software team uses regularly - good understanding of Lean, Six Sigma and/or Agile methodologies • Previous experience with UKG, or similar payroll processing software • Flexible to working in night shifts - Eastern Standard Time (EST) and Pacific Standard Time (PST) time-zones 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 It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.