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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:

Join our dynamic UKG Payment Services Support team, where we deliver comprehensive, high-quality payroll tax support for our high revenue clients. We are looking for a passionate and experienced Manager to lead our Large Enterprise Customer team in providing exceptional customer support and resolution in a fast-paced, high-volume environment. This position will manage the dynamics of daily operations by driving enhancements within the team and aligning resources to ensure customer satisfaction and retention.

Key Responsibilities:

• Lead and manage a highly engaged team providing front-line support for UKG Payroll Tax Services customers on both the UKG Ready and Dimensions HCM platforms.

• Ensure customer satisfaction by instilling confidence in UKG’s Payment Services organization.

• Oversee daily operations, including analyzing metrics, staffing shifts, monitoring case volume, and managing backlogs.

• Coach team members for peak performance, holding them accountable to established case handling metrics.

• Identify and address obstacles and barriers to successful job performance.

• Facilitate satisfactory resolution to customer service issues by managing case escalations and formulating appropriate action plans.

• Collaborate with UKG Payment Services department leaders and Global Support teams to escalate and resolve urgent issues.

• Identify areas for process improvement and operational efficiency and implement creative solutions.

• Support strategic initiatives and the rollout of new product offerings within Payroll Services.

Basic Qualifications:

• Domain knowledge in Payroll and Payroll Taxes

• 2+ years of experience coaching, developing, and managing an enterprise services/application support team of at least 8 employees

• Proven ability to manage customer relationships and escalations successfully

• This is a hybrid role, with the expectation to work onsite 3 days a week.

• Some travel may be required

Preferred Qualifications:

• Excellent customer focus, interpersonal, motivational, and leadership skills

• Exceptional organizational skills with high attention to detail and the ability to multitask and prioritize projects

• Versatility, flexibility, and a willingness to work within constantly changing priorities

• Ability to collaborate effectively with individuals at all organizational levels

• Payroll/Payroll Tax domain experience working in a payroll service bureau preferred

• Bachelor’s Degree preferred

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 [email protected] .

The pay range for this position is $99,800 to $143,450 however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/about-us/careers/benefits

NOTICE ON HIRING SCAMS

UKG will never ask you for a copy of your driver’s license, social security card, or passport during a job interview. For new hires, we do not ask for payment for equipment purchase, cost for training, or to receive onboarding documents. UKG does not make job offers outside of our formal hiring process. To help protect yourself against potential hiring scams, learn more about our formal hiring process, outlined here (https://www.ukg.com/about-us/careers/faqs) .

ABOUT OUR JOB DESCRIPTIONS

All job descriptions are written to accurately reflect the open job and include general work responsibilities. They do not present a comprehensive, detailed inventory of all duties, responsibilities, and qualifications required for the job. Management reserves the right to revise the job or require that other or different tasks be performed if or when circumstances change.

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.