Job Description

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:

The Manager, Professional Services Consulting on the UKG Ready team is responsible for providing service delivery leadership. With strategic guidance from the Director, Professional Services, the Manager will oversee a portfolio and manage all active migration engagements in conformance with UKG’s standards, methodology, customer satisfaction, financial performance, and operational excellence. The individual will be responsible for the day-to-day performance and operations of a dedicated team of Project Managers and Solution Consultants providing UKG Ready consulting services for UKG customers. You will leverage various cross functional teams and partners for support, and resourcing for customer engagements. This role may also perform a set of individual contributor duties in complex situations as needed. You will engage, support, and collaborate with stakeholders within the Sales, Presales and Service Architect organizations and serve as a sponsor to support deal closure.

Duties and Responsibilities:

Service Delivery

• Ensure that the team is fully versed in executing engagements in compliance with UKGs defined methodology, policies and procedures
• Ensure that all engagements are planned, activities recorded, and managed within PS billing system, consistent with defined “best practices”
• Effectively balance team resources given employee load, expertise, complexity, as necessary
• Continually monitor all engagements to ensure milestone achievement and the execution of supporting financial transactions (Invoices, credit/re-bill activity, expense recording and invoicing, etc.)
• Serve as a first point of contact for team engagement and customer escalations
• Monitor team performance in conjunction with service delivery metrics established for the organization – utilization, customer satisfaction, reference ability, as examples
• Works with Director to set priorities for the team based on business demand and ensures goal achievement
• Drives and supports the team’s ability to meet quality, volume, and timeliness of expected output by managing daily activities. May recommend improvements to team

procedures

• Acts as trusted advisor for internal and external stakeholders

Teamwork

• Participate in account reviews with sales and pre-sales within Practice/Region
• Provide direct support to Project Managers by participating in customer sessions as required by engagement needs
• Works with Director to effectively leverage cross-functional resources as necessary to ensure region success
• Ensure that all resources possess the training, tools and support necessary to achieve business objectives
• Work with Global Support to resolve customer issues related to the implementation on a timely basis

Business Performance

• Conduct ongoing engagement/project reviews ensuring a detailed understanding of project status, scope, and risks. In partnership with the Director, effectively manage backlog within the region/practice
• In collaboration with the Director, ensure that financial plans (revenue and profitability goals) are met or exceeded for assigned the practice
• Ensure that operational metrics are achieved or exceeded as the basis for measuring operational excellence
• Provide monthly forecast and Quarterly input with an emphasis on predictability, demonstrating control of the business
• Proactively identify and qualify new business opportunities in support of Customer business objectives

Customer Related Activity

• Participate with Sales and Service Architects, as requested, to respond to and position service delivery expectations during the pre-sales process
• Analyze, monitor and respond to feedback received through customer satisfaction surveys, Account Management or direct customer input
• Serve as the “business owner” of all customers within assigned practice and ensure that customer needs are met

Leadership

• Cascade to Practice/Region the business objectives, expectations and measurement criteria for their respective positions
• Responsible for the performance of the team; sets priorities for and coaches direct reports to meet deadlines and resolve problems
• Provide ongoing and timely feedback to employees relative to performance
• Ensure that skill requirements are maintained and enhanced in conjunction with business/product direction
• Develop and deliver performance appraisals to all employees accompanied by specific development plans for each.
• With guidance from the Director, demonstrate strategic thinking, foresight, courage to be bold and humble, challenge and support employees, to connect cross-functionally, and to disrupt outdated norms. Set new standards that inspire, engage, and develop employees every day. Cultivate an inspired culture of trust and transparency, and employee empowerment
• May recommend staffing needs and team processes required to achieve results
• Demonstrate potential to handle C-level conversations and engagements

Basic Qualifications:

• 5+ years of people management and/or people leadership experience within SAAS operations
• 3+ years of HCM/WFM industry experience
• 2+ years of software implementation experience
• Leadership in managing both customer and internal resources (at all levels) during adverse situations – problem escalations, engagement challenges – effectively balancing customer satisfaction and business objectives throughout.

Preferred Qualifications:

• Experience working within the UKG Ready platform
• Bachelor’s degree in a Business or Technology discipline
• A proven track record in delivering quality, on-time technology solutions to a diverse customer base
• Excellent communication and negotiation skills
• Strong business acumen – planning, forecasting, budgeting. Understand financial fundamentals including revenue recognition requirements within the software and service industry
• Experience in communicating technical and project information in a business context

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      

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

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 $102,300 to $147,050. 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