VP Customer Success Operations

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. 



Responsibilities:

• Operational Excellence: Oversee the end-to-end operational delivery of customer experience, including implementation, training, support, and consulting. Drive process improvement initiatives to enhance efficiency and effectiveness of the customer experience.

• Service Delivery Effectiveness: Develop and implement customer delivery models that align with customer needs and business objectives. Ensure consistent service quality across all customer segments.

• Resource Management: Optimize resource allocation and utilization to maximize productivity and profitability. Develop and implement workforce planning strategies.

• Financial Management: Develop and manage the customer experience operational budgeting process. Monitor and provide insight to key performance indicators (KPIs) to measure operational performance.

• Customer Satisfaction: Drive customer satisfaction by ensuring timely and high-quality service delivery. Develop and implement customer feedback mechanisms.



The Vice President of Professional Services Operations will play a critical role in ensuring the successful delivery of our professional services. The ideal candidate will be a strategic thinker, a strong leader, and a results-oriented professional with a deep understanding of the professional services industry.

Qualifications:

• Proven track record in leading and managing operations within a customer service environment.

• Strong understanding of the HR and payroll industry and its regulatory landscape.

• Demonstrated ability to drive operational excellence and process improvement.

• Experience in managing and optimizing service delivery models.

• Strong analytical and problem-solving skills with a data-driven approach to decision making.

• Excellent project management and organizational skills with the ability to manage multiple priorities simultaneously.

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! 

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 $227,600.00 to $327,200.00, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/about-us/careers/benefits