Director Customer Support
2 weeks ago
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Company OverviewWith 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose — people — then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.
About the Team:The UKG ANZ SEA support team is a multi-functional, multi-layered organization. As the Director of Support, success will be defined as providing world-class Customer Support while managing team performance metrics, processes, and overall team readiness. Additionally, working with peers globally to develop and implement strategies in support of our rapid growth while creating a highly engaged and collaborative culture.
About the Role:Primary Responsibilities:- Directly lead a team of functional managers, with an indirect staff of 40+ employees.
- Establish organizational goals and objectives, and associated performance KPI's.
- Delegate tasks and assignments to appropriate team members to empower growth and opportunity.
- Adjust resources, organization structure, and personnel to drive a high performing and efficient organization.
- Proactively partner with regional and global leaders to represent the region, providing input into strategic and tactical decision making to drive overall team success.
- Interprets, recommends, and executes on modifications to company strategies and procedures. Often meets with senior managers and peers from other functional groups to deal with external dependencies and issue resolution.
- Interacts with senior customer management (VP/Director level) in both pre and post sales situations.
- Responsible for overall Customer Satisfaction and represents UKG with the authority to commit significant company resources to drive Customer Success.
- Responsible for driving team staffing, engagement and performance, including but not limited to:
- Develops staffing strategies, recruiting and onboarding support team members.
- Establishes individual performance goals, reviewing performance against these priorities.
- Lead employee engagement and development initiatives, compensation planning and performance management across local support teams.
- Minimum 10 years technical support management experience (3 years at Director level preferred) in a high-volume support environment.
- Proven results driving customer satisfaction, customer retention, employee engagement and team productivity.
- Proven experience in creating both an employee & customer centric culture.
- Professional communication skills, both written and verbal.
- Experience working in a fast-paced environment and consistently delivering on commitments on or before expected due dates.
- Demonstrated history in identifying and deploying leading edge support solutions.
- Minimum 5 years' experience in HR, Payroll or Workforce Management domains, preferred.
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow
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 ProcessFor 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.
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