Lead Escalation Manager

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

As an Escalation Manager (EM) in the UKG Customer Success organization, working directly with a variety of internal constituencies, you will assume ownership of complex and escalated customer issues for our HCM/SaaS products and services. Your role is not a technical one. The ability to interact effectively with technical resources from internal UKG teams and to breakdown complex technical problems into more easily understandable terms is critical. You will deliver on our promise of Partner for Life by quarterbacking resolution of escalations through cross functional relationships that accelerate resolution and mitigate future escalations. You will work with technical resources and key internal stakeholders and oversee the management of escalated issues to closure. As an EM, you will be expected to handle multiple escalations at any time – depending on the scope and intensity of each situation – as well as other special projects. A successful EM has strong project management, organizational, and communications skills. A senior level of problem-solving experience that supports an ability to assess each situation on its own merits and to vary the approach and method of engagement accordingly is required. A successful EM has the ability/flexibility to handle unusual or “out-of-the-box” scenarios that may not follow familiar patterns or structure.

**This is a hybrid role that requires the employee to work onsite 3 days/week at UKG's Weston, FL / Lowell, MA / Scottsdale, AZ or Atlanta, GA office**

Duties And Responsibilities

• Proactive engagement with ever-changing scenarios, addressing the issues of concern, and assuming full ownership and management of escalated issues for the Customer Success Experience Team
• Identify resource needs across multiple internal teams; Oversee and direct resources associated with escalated account issues
• Set appropriate expectations for all internal stakeholders (and external as needed) regarding issue resolution and process of engagement
• Establish an ongoing communications protocol and meeting cadence as needed to accelerate resolution
• Facilitate internal meetings; Conduct conference calls; Maintain detailed issues lists; Generate executive and/or general summaries and provide report updates for all escalated accounts
• Provide consistent, detailed, and documented status updates including next steps to all parties involved
• Investigate and document root cause; Recommend process improvement to mitigate future escalations
• Champion and represent issues to Product Development, etc. on behalf of the customer as well as UKG constituencies

• 5+ years’ of professional experience with direct B2B Customer Management and/or Account Support Management in a SaaS environment
• Ability to develop collaborative relationships with internal partners and customers at all levels, and proven track record of working collaboratively to improve the customer experience
• Knowledge of CRM tools, preferably Salesforce, Gainsight, MS-Office, and Reporting tools

• Ability to work pacific time zone hours
• Working knowledge of Human Resources and/or Payroll systems
• Proficient in the use of AI tools and technology
• Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, executives, etc
• Ability to navigate complex issues and create collaborative, cross-functional solutions
• Strong communication, presentation, attention to detail and relationship management 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
• Must be well organized, flexible, and able to work multiple customer accounts in a fast paced, time sensitive environment

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.

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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 [email protected]. 

The pay range for this position is $90,900 to $130,700 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