Sr Dir. Product Support
UKG · Lowell · $163,900–$235,550 (stated in the posting)
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.
About the role
UKG is seeking a Senior Director, Product Support to lead a large, multi-layered Product Support organization and deliver exceptional customer outcomes at scale. This leader will partner closely with global teams and cross-functional stakeholders to drive consistent, high-quality support delivery.
This role requires a seasoned operating leader who can set a high bar for performance, develop strong leaders, and build an accountable, customer-focused culture. The Senior Director will use operational discipline, sound judgment, and data-driven decision making to improve support performance and customer experience.
The successful candidate combines operational discipline with modern support leadership. They use data to identify root causes and make decisions, collaborate effectively across a complex matrix, and incorporate new technology and AI-enabled capabilities into daily operating practices. This leader does not need to own support technology strategy, but must be able to lead adoption and continuously improve how their organization uses tools such as agent assist, intelligent routing, and quality and coaching solutions.
Key responsibilities
Customer and operational performance
- Lead a large, multi-tiered Product Support organization through a management team, with accountability for customer experience, service performance, employee engagement, and operating execution.
- Establish clear operating standards and use data to manage performance across customer satisfaction, first-contact resolution, resolution time, case quality, handoffs, repeat contacts, escalation trends, backlog health, and productivity.
- Improve customer outcomes by reducing unnecessary case movement, strengthening ownership and communication, and ensuring teams resolve issues with speed, accuracy, and appropriate urgency.
- Diagnose performance gaps through data, customer feedback, and direct observation; distinguish isolated issues from systemic problems; and lead timely corrective action.
- Create and sustain an operating rhythm that surfaces emerging risks early, drives root-cause action, and holds leaders accountable for measurable improvement.
- Engage directly with customers and senior customer stakeholders, including in escalated situations, to restore confidence, resolve complex issues, and represent the customer perspective internally.
- Partner with Support Operations on staffing, capacity, productivity, location, and vendor performance decisions, providing the operating insight required to make sound tradeoffs.
Leadership and talent development
- Lead, coach, and develop directors, managers, and emerging leaders; set clear expectations for ownership, decision quality, customer focus, and execution.
- Build a high-performance culture that balances rigorous accountability with coaching, recognition, inclusion, and career development.
- Assess organizational capability and talent health; make difficult personnel decisions when performance or leadership behavior does not meet the required standard.
- Recruit, develop, and retain leaders who can operate effectively in a complex, customer-facing, global environment.
- Create succession depth and a durable leadership bench capable of sustaining performance through change, growth, and evolving customer needs.
Cross-functional leadership and product partnership
- Operate effectively in a highly matrixed environment, building strong working relationships with Product, Engineering, Customer Experience, Services, Relationship Management, Support Operations, and global support leaders.
- Convert customer contacts, support trends, escalations, and voice-of-customer insights into clear product, process, supportability, and readiness actions.
- Partner with Product and Engineering to improve support readiness, prioritize recurring customer-impact issues, reduce avoidable demand, and close feedback loops.
- Influence peers and senior leaders with a clear, data-backed point of view, even when the required action sits outside the Product Support organization.
- Collaborate closely with Pune leadership and third-party partners to promote consistent standards, effective handoffs, and a cohesive customer experience across the support network.
Basic qualifications
- 10+ years of progressive leadership experience in customer support, technical support, customer experience, or service operations within enterprise SaaS or technology organizations.
- Demonstrated experience leading leaders in a large, multi-layered support organization of at least 100 employees.
- Experience leading in a global or highly matrixed organization, with a record of influencing outcomes across functions, geographies, and organizational boundaries.
- Proven record of materially improving customer satisfaction, first-contact resolution, resolution time, case quality, backlog health, productivity, or other core support outcomes.
- Strong operational and analytical acumen, including the ability to use data to identify performance drivers, make sound tradeoffs, and communicate an actionable point of view.
- Demonstrated leadership in customer escalations and experience engaging senior customer stakeholders in complex situations.
- Strong executive presence, written and verbal communication skills, and the ability to influence VP-level and senior cross-functional leaders.
- Demonstrated ability to develop leaders, set high standards, manage underperformance decisively, and build an engaged, accountable culture.
- Ability to work in a hybrid office environment in accordance with UKG’s location and work-policy requirements. 3 days a week in either Lowell MA, Weston FL or Atlanta GA.
Preferred qualifications
- Experience at the Senior Director level, or equivalent scope, with at least three years of senior-director leadership experience; alternatively, at least five years of director-level leadership experience managing a comparably large and complex organization.
- Experience in HCM, payroll, time and labor, workforce management, or a similarly complex enterprise SaaS domain.
- Experience managing or partnering closely with third-party support providers or business-process outsourcing partners.
- Demonstrated experience leading successful adoption of AI-enabled support capabilities, such as agent assist, intelligent triage and routing, knowledge retrieval, case summarization, quality automation, or coaching tools.
- Experience working with support platforms, CRM or case-management systems, voice-of-customer data, operational dashboards, and customer-experience measurement.
- Experience applying continuous-improvement methods such as Lean, Six Sigma, Kaizen, ITIL, or an equivalent discipline.
- Bachelor’s degree or equivalent 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.
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 $163,900 to $235,550. 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