Lead Escalation Manager

Company Overview

With 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.

As an Escalation Manager in the UKG Support organization, working either directly with a customer, or, with one of a variety of internal stakeholders, you will assume ownership of complex and escalated customer issues for our Human Capital Management and Workforce Management solutions.

Your role is not a technical one, however, the ability to interact effectively with technical resources from both customer and internal UKG teams, and to breakdown complex technical problems into more easily understandable terms, is critical. Your charter will be to establish and maintain a list of escalated issues, and, working with the technical resources involved, oversee the management of those issues to closure. At the successful conclusion of your engagement, the customer will be returned to their regular level of customer support. An Escalation Manager will be expected to handle multiple escalated engagements at any time, the number will depend on the scope and intensity of each engagement. As well as escalated engagements, they will be expected to handle other special projects.

A successful Escalation Manager has strong customer management, relational, organizational, and communications skills. A senior level of problem-solving experience that supports an ability to assess each assignment on its own merits and to vary the approach and method of engagement with each customer accordingly is a definite requirement. While many assignments follow a predictable pattern, a successful Escalation Manager has the ability/flexibility to handle unusual or “out-of-the-box” assignments that may not follow familiar patterns or structure.

• Proactive engagement with a changing portfolio of large and complex customers addressing the issues of concern, and assuming full ownership and management of the customers’ escalated issues.

• Arrange an introductory call to introduce the role, set expectations for the engagement, and establish an ongoing communications protocol and meeting cadence.

• Establish an agreed-upon list of issues to frame the engagement.

• Setting appropriate expectations for all stakeholders (internal and external) regarding issue resolution and the process of engagement.

• Planning & chairing internal & external customer issue meetings; conducting conference calls; maintaining detailed issues lists; generating executive and/or general summaries as well as providing report updates for all managed accounts.

• Identify resource needs across multiple technical teams to help facilitate issue resolution and case closures.

• Liaise with all technical resources associated with escalated account issues.

• Provide consistent and recorded communication on status and next steps to all parties involved.

• Champion and represent issues to Engineering and other UKG stakeholders on behalf of the customer.

• Proven escalation management experience in fast paced software/technology environments.

• Excellent written, oral communication, listening and telephone skills.

• Fluent in both written and oral English

• Must be well organized, flexible and able to work multiple customer accounts in a fast-paced, time-sensitive environment.

• Customer focused with excellent communication skills.

• Ability to coordinate efforts between the various functional teams, bringing the appropriate resources to bear on an escalated issue while often influencing without authority.

• Communicate with senior management internally and externally.

• Take critical actions & decisions where required.

• Excellent problem solving, is solution orientated and has good influencing skills.

• Proactive, self-motivated and able to use own initiative.

• Fluent in spoken and written French or German is a plus

• An independent and well organized, project-oriented thinker

• Exceptional judgment regarding escalation management and incident resolution, as well as in the ability to make timely decisions from both business and technical standpoints

 

Where we’re going

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

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com