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UKG (Ultimate Kronos Group) Sr. Manager, Product Solutions Support in Boston, Massachusetts

Sr. Manager, Product Solutions Support

General Information

Ref #:


Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time


USA - USA - Remote

Description & Qualifications


As a Sr Manager, Product Solutions Support you will be responsible for managing and developing a team of People Managers within the Customer Success organization to ensure efficient and effective delivery of quality service to our customers participating in the onboarding and optimization “Hypercare Program” part of our “Partners for Life” commitment. You will also represent and collaborate with other teams across UKG to ensure consistency in strategy and experience. You will lead a team of Managers to ensure that a consistent execution of solutions and adoption – driven technical and functional engagements are provided to our customers for a successful transition to support.


• Lead, motivate and develop direct team of People Managers to achieve and also promote individual, team and department goals

• Develop and run strategic projects that have a widespread impact on the organization

• Understand the business from a functional and industry perspective

• Prioritize work for the team to ensure customer expectations are exceeded

• Assist team when addition escalation management is required including joining customer phone calls or following up with customers to investigate or discuss customer service situations

• Define trend setting performance metrics and drive the organization to meet those metrics. Provide feedback as needed and implement process improvements based on data analysis.

• Drive a culture of continuous improvement while fostering an innovative work environment

• Coach, promote collaboration and teamwork, resolve conflict, and encourage our people-focused culture



• Minimum 5 years of experience in a Customer Support environment leading Customer Support teams.

•Bachelor’s Degree or equivalent work experience

• Proven leadership experience with ability to make fast-paced decisions while maintaining team building skills.

• Proven strategic and analytical thinking through the ability of developing new programs and process improvements.

• Ability to navigate difficult and/or escalated situations

• Demonstrates strong communication across multiple platforms with experience presenting effectively in a group setting

• Ability to interface effectively with Rapid Response, Core Support, Activation, Sales, Marketing and Development departments


• Knowledge of UKG Pro and/or Ready Products

• Basic to intermedium data analytics experience (PowerBI, Tableau)


Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment 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 under federal, state, or local anti-discrimination laws.

View The EEO is the Law poster ( and its supplement .

View the Pay Transparency Nondiscrimination Provision (

UKG participates in E-Verify. View the E-Verify posters here ( .

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email or please call 1 (978) 250 9800.

Colorado Pay Law

If you are a Colorado resident and this role is available in Colorado or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. Please send an email to

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email or please call 1 (978) 250 9800.