Description
About the Position:
The UKG Product Support team is a large multi-functional, multi-layered organization. As the Director of Support, you’ll take an organization-wide view of performance metrics, process, and training for the Global Support group. This includes planning and directing strategies in support of our rapid growth while creating a highly engaged and collaborative culture. This position will be responsible for establishing and growing our Pro WFM support team.
Primary Responsibilities:
•Direct reports include functional managers and an indirect staff of 80+ employees.
•Establishes organizational goals and objectives, and monitors performance to plan. Adjusts resources, organization structure, and personnel to achieve attainment of overall goals. Delegates tasks and assignments to appropriate subordinates and monitors progress.
•Gives significant input into strategic and tactical decisions related to the functional discipline
•Solves multiple problems involving complex technical and managerial issues involving functional discipline and across multiple disciplines.
•Interprets, executes and recommends 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. Represents UKG to these customers and has authority to commit significant company resources in these interactions. Responsible for customers’ overall satisfaction. Point of contact for customer escalations within the Rapid Response team.
•Responsible for key product input and requirements communications to Engineering which have very significant impact on medium term company competitive positioning and service delivery costs.
•Develops staffing strategies. Recruits and hires staff. Supervises direct and functional reports. Establishes individual performance goals and priorities. Reviews performance against goals. Provides counseling. Plans, approves, and implements programs for the timely development and progress of each individual. Plans and grants salary increases as appropriate. Manages discipline and documentation steps in problem employee situations. Manages dismissals.
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