Associate Mgr. Product Support

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.

Job Summary

UKG is seeking an experienced and client-focused Supervisor to lead a Payroll Services Operations team supporting UKG Ready and other payroll service offerings. The Supervisor will oversee day-to-day delivery, coach and develop team members, manage complex payroll and tax-related cases, and partner with Payroll Operations, Tax Compliance, Funding, Product Support, and other stakeholders to ensure accurate, timely, and compliant outcomes.

This role requires a strong understanding of payroll services, excellent judgment, and the ability to translate operational priorities into consistent team performance. The successful candidate will balance people leadership with hands-on support for escalations, process governance, service quality, and continuous improvement.

Key Responsibilities

• Lead, coach, and develop a team of Payroll Services specialists through regular one-on-ones, performance feedback, goal setting, skills development, and recognition.
• Plan and manage daily workload, queue allocation, staffing coverage, attendance, and priorities to meet service-level, turnaround-time, productivity, quality, and client-satisfaction objectives.
• Oversee the resolution of complex Payroll Services inquiries, including payroll tax issues, post-payroll submissions, funding inquiries, configuration changes, amended tax returns, ACH returns, payroll funding exceptions, tax-code maintenance, bank-account updates, and check-delivery configurations.
• Review escalated cases for accuracy, completeness, root cause, and appropriate next steps; provide guidance to representatives and engage senior leadership when required.
• Partner with Payroll Services Operations, Tax Filing, Funding, Product Support, and other internal teams to drive accurate and timely issue resolution.
• Monitor Salesforce or equivalent case-management queues and ensure cases are documented with clear analysis, actions taken, client communications, ownership, and next steps.
• Maintain proactive communication with clients and internal partners, set clear expectations, provide status updates, and ensure commitments are met.
• Track team performance and prepare regular reporting on case volume, aging, turnaround time, productivity, quality, customer satisfaction, escalations, and risks.
• Identify trends, recurring defects, training gaps, and process risks; perform root-cause analysis and implement sustainable corrective actions.
• Ensure adherence to internal controls, payroll tax requirements, data-handling standards, documentation expectations, and operating procedures.
• Lead team readiness during peak payroll, tax, quarter-end, and year-end processing periods while maintaining service quality and employee engagement.
• Support transitions, new work-type launches, knowledge-management initiatives, process documentation, and operational improvement projects.
• Perform additional duties and stretch assignments aligned to business needs.

People Leadership Expectations

• Create an inclusive, accountable, and high-performing team environment focused on client trust, operational excellence, and continuous learning.
• Set clear expectations, address performance concerns promptly and fairly, and use data-driven coaching to improve individual and team outcomes.
• Build a strong talent pipeline through cross-training, succession planning, stretch assignments, and targeted development plans.
• Encourage proactive communication, knowledge sharing, and collaboration across locations and with onshore partners.
• Recognize achievements and reinforce behaviors that support quality, compliance, customer experience, and business results.

Required Qualifications

• 8–10 years of progressive team-handling or people-management experience, preferably in payroll, tax, HCM, customer operations, shared services, or a related service environment.
• Strong working knowledge of payroll services, payroll tax support, post-payroll processing, funding operations, or related HCM processes.
• Demonstrated experience leading teams that manage complex cases, escalations, deadlines, and customer-impacting issues.
• Strong analytical, problem-solving, decision-making, and root-cause-analysis skills with high attention to detail.
• Excellent written and verbal communication skills, with the ability to communicate effectively with clients, employees, leadership, and cross-functional partners.
• Experience managing performance against service-level, turnaround-time, productivity, quality, aging, and customer-satisfaction metrics.
• Strong organizational and time-management skills in a fast-paced, deadline-driven environment.
• Experience using Salesforce or a similar case-management system and proficiency with Microsoft Office, particularly Excel.
• Ability to exercise sound judgment, manage competing priorities, protect confidential information, and operate effectively with limited supervision.
• Bachelor’s degree or equivalent relevant work experience.

Preferred Qualifications

• Experience with UKG Ready, HCM applications, payroll service bureaus, or managed-services operations.
• Experience supporting payroll funding, tax corrections, amended filings, ACH returns, post-payroll activities, or configuration-related requests.
• Experience leading teams across locations or shifts and collaborating with onshore or global stakeholders.
• Experience supporting transitions, new process launches, training programs, workforce planning, or continuous-improvement initiatives.
• Experience working directly with clients through email, phone, Microsoft Teams, Zoom, or similar collaboration tools.

Core Competencies

• People leadership and coaching
• Client focus and service ownership
• Payroll and tax operations knowledge
• Analytical thinking and sound judgment
• Operational discipline and control mindset
• Change management and continuous improvement
• Executive and stakeholder communication
• Collaboration and accountability

Measures of Success

Success in this role will be demonstrated through sustained achievement of team service-level, turnaround-time, productivity, quality, case-aging, compliance, and customer-satisfaction goals; effective development and retention of team members; timely and accurate resolution of escalations; and measurable improvements to processes, documentation, and client experience.

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.

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 Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected]