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. About the Role We are seeking a Principal Technical Program Manager with deep expertise in operational excellence to lead the strategy, measurement, and execution of programs that improve the way we run our cloud services and deliver releases. This role is highly visible, influencing Director+ and VP-level leaders, and shaping engineering-wide operating mechanisms. You will drive service health, metrics frameworks, operational rhythms, and cross-organization initiatives that improve reliability, quality, and velocity. You will also be a key partner in implementing unified engineering practices and ensuring teams consistently meet operational and release standards. Key Responsibilities Operational Excellence Leadership + Develop and own KPIs, scorecards, and operational dashboards for service health, release quality, engineering efficiency, reliability, and customer-impact metrics. + Drive adoption of engineering and operational best practices, including incident response rigor, RCAs, operational readiness, and continuous improvement processes. + Partner closely with SRE, Product, and Engineering leaders to improve uptime, reduce toil, enhance observability, and strengthen operational maturity. Release & Service Operations + Lead the operating framework for releases across multiple product lines, ensuring predictability, quality gates, and alignment to organizational priorities. + Establish and evolve mechanisms for deployment readiness, risk mitigation, and coordinated communication across Engineering, Product, and Customer-facing teams. + Drive consistency and accountability in service ownership models, including SLIs/SLOs, telemetry usage, cost management, and lifecycle governance. Cross-Org Program Leadership + Run complex, multi-quarter technical programs that accelerate engineering transformation, improve developer experience, and enhance service operations. + Facilitate executive-level reviews, operational cadences, and data-driven decision-making. + Influence senior leaders by synthesizing insights, identifying systemic trends, and recommending actionable improvements. Strategic Partnership & Execution + Act as a strategic partner to the CTO and Chief of Staff on engineering-wide initiatives involving reliability, quality, and operational performance. + Drive alignment across distributed teams, ensuring clear ownership, measurable outcomes, and effective communication. + Navigate ambiguity to define structure, solve complex cross-domain challenges, and deliver durable operational improvements. About You Basic Qualifications + Bachelor’s degree in Computer Science, Engineering, or related technical field—or equivalent practical experience. + 10+ years of experience in technical program management, engineering operations, SRE, or similar roles in large-scale SaaS environments. + Proven track record leading operational excellence, service health, or reliability programs across complex, multi-team engineering organizations. + Deep understanding of cloud-native architectures, observability practices, incident management, and modern DevOps/CI/CD principles. + Demonstrated ability to build metrics frameworks, operational dashboards, and data-driven insights for senior leadership. + Strong communication and executive influencing skills, with the ability to simplify complex technical topics and drive alignment across Director+ and VP stakeholders. + Experience leading cross-functional initiatives with measurable impact on quality, reliability, and engineering efficiency. 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. Equal Opportunity Employer UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories. View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC\_KnowYourRights\_screen\_reader\_10\_20.pdf) UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) . It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. 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 . The pay range for this position is $184,300.00 to $304,000.00. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG’s benefits and rewards at https://www.ukg.com/about-us/careers/benefits 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.