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. We are seeking a highly motivated and experienced Manager to lead one of our dynamic Escalation Management (EM) teams within Global Support. In this critical role, your team will be responsible for handling and resolving escalated issues with our valued customers while ensuring their satisfaction and maintaining the high standard of our UKG products. Your team will work with technical resources and key internal stakeholders and oversee the management of escalated issues to closure. As a Manager of an Escalation Management team, your team 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 Manager has strong project management, organizational, and communications skills. An Expert 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. Responsibilities: • Review and delegate assignment of work amongst team members across product suites: • Assess the skills of the team: Understand the strengths and weaknesses of team members not only for assignments, but for annual reviews, development, and growth; Organization, communication and cross functional navigation are key skills required and measured for an EM. • Engage in scenarios when needed to remove roadblocks for employees or internal partners. • Review and approve executive summaries from EM’s to UKG Senior Leadership • Keen oversight and mentorship of junior team members • Ensure EM team is delivering consistent and pertinent action plans to reinforce Partners for Life strategy. Generating executive and/or general summaries along with identifying process/product gaps. • Assist EMs with identifying resource needs across multiple technical teams including Engineering and Cloud Operations to assist in management of issue resolution and closure • Provide consistent team management and development with one-on-one meetings to include goal assessment and measurement • Act as an escalation point for EM team and other UKG team members to champion and represent issues on behalf of a customer as well as internal UKG constituencies Qualifications: • At least 5 years professional experience with people management and account support management required • Excellent communication skills with at least 5 years of escalation experience • Strong attention to detail – offering leadership & control to conference calls, and setting appropriate expectations in escalated situations • Assist in coordination of efforts between the various functional teams, bringing the appropriate resources to bear on an escalated issue while often influencing without authority • Must be well organized, flexible, and able to manage team expectations as well as cross functional responsibilities in a fast paced, time sensitive environment • A senior level aptitude and experience for problem-solving that supports the ability to assess each assignment on its own merits and to vary approach and method of engagement with each customer accordingly • Ability/flexibility to handle unusual or “out-of-the-box” assignments that may not follow familiar patterns or structure 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.