Sr Mgr. Technical Product Operations

Key Responsibilities

• Develops operational objectives and detailed delivery plans for the India based Premium Services team, ensuring alignment with global Customer Experience strategy and annual business goals.
• Sets priorities and allocates budget, people, and tooling to maximize team performance and customer outcomes, directly impacting Net Promoter Score (NPS), retention, and revenue growth.
• Guided by area strategy, policies, and budgets; provides input to decisions that impact the sub function (e.g., investment requests, portfolio evolution, global capacity planning).
• Manages and coaches a multidisciplinary team (architecture, innovation, integration, cybersecurity, data) responsible for delivering services across UKG Pro, WFM, Ready, and related HRIS solutions.
• Monitors KPIs and SLAs, leading continuous improvement initiatives and proactive service packages that help customers identify and mitigate issues before they impact operations.
• Regularly influences senior management, cross functional peers, and customer executives to adopt new points of view on cloud architecture, AI driven innovation, and best practice service models.
• Networks with global peers and partner organizations to remove roadblocks, align overlapping priorities, and ensure seamless, integrated customer experiences.
• Builds executive level relationships and acts as a trusted advisor, owning escalations passed on by Managers or Individuals and driving them to resolution.
• Represents India Premium Services in global program reviews, steering committees, and strategic planning cycles.
• Owns the flawless delivery of UKG’s premium services portfolio—architecture guidance, innovation (AI) services, design & implementation support, cybersecurity, data, and integration for strategic accounts.
• Leads business and IT strategy sessions with C suite stakeholders, translating business objectives into actionable roadmaps and premium service proposals.
• Architects and validates integration landscapes and release strategies, ensuring scalability, security, and business continuity.
• Drives the creation of master plans for customers’ business and IT transformations, leveraging UKG best practices to accelerate value realization.
• Ensures all engagements adhere to industry and regulatory standards while promoting UKG’s newest features and innovations.

Qualification & Requirements

Required Qualifications:

• Master’s or bachelor’s degree in computer science, Information Technology, Engineering, or equivalent experience.
• 8–10 years leading customer success or professional services teams within large, global organizations.
• Demonstrated success managing delivery centers or shared service teams out of India (or similar offshore/near shore hubs).
• Proven ability to craft proactive service offerings and AI enabled support packages that reduce customer incidents and improve business outcomes.
• Deep knowledge of cloud architecture, integrations (e.g., Google Cloud, Microsoft Azure, Dell Boomi), and root cause analysis.
• Track record of influencing senior stakeholders and navigating complex matrix organizations.
• Excellent analytical, communication, and interpersonal skills; adaptable and able to think outside the box.
• Proficient in English, both written and verbal.
• Willingness to travel internationally and spend time in the US for onboarding and alignment.

Preferred Qualifications:

• Prior experience with UKG Pro, WFM, Ready, or comparable HCM solutions.

Benefits

• Health insurance
• Wellness programs
• U Choose flexible reimbursement options, including: health & wellness reimbursement options, internet, computer accessories, child education, and veterinary services, to name a few.
• Paid time off for maternity and parental leave
• Paid leave for adoption / surrogacy / foster care
• Adoption and surrogacy financial assistance
• Complimentary access to tutor.com for UKG parents and children
• Tuition/certification reimbursements
• Well-being incentives, well-being coaching, and one-on-one wellness consulting
• Employee Assistance Program (EAP)