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Director, Customer Support Strategy

General Information

Ref #:


Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time


Atlanta - Georgia - United States, Weston - Florida - United States

Description & Qualifications


The Director, Customer Support Strategy primary focus will be working with the Sr Dir. Customer Support Strategy and Operations to drive UKG's customer support vision for the Customer Service organization. Will need to work closely with various stakeholders within a particular business unit to effectively develop and monitor customer support improvement initiative programs. Passion for thinking outside the box and finding ways to identify appropriate strategies to improve the quality of experience we deliver to customers is key.

The right individual will put our customers first, be curious, open-minded, collaborative, proactive, a critical analytical thinker, excellent communicator, have a positive can-do attitude, and relentless in pursuit of desired outcomes.

Primary Responsibilities:
• Create a customer support journey map
• Analyze and document customer touchpoints
• Measure and report customer support progress and areas for improvement
• Define trend setting performance metrics and drive the organization to meet those metrics
• Cultivate data and develop the insights needed to help prioritize customer support improvement initiatives to ensure we exceed expectations of customer satisfaction and customer support quality
• Champion the voice of the customer and customer support best practices across the organization
• Serve as project lead for customer support cross functional team
• Define people competencies, roles, skillsets, and behaviors for a high performing analytics organization
• Directly lead a team of 2-3, establish goals, priorities and learning opportunities
• Improve operating process to intake and deliver analytical needs for internal teams
• Communicate analytic objectives, scope, and progress with broader UKG audience
• Guide delivery of innovative, comprehensive, accurate and impactful analytic programs


• 8-10 years of business and technology leadership experience
• Significant experience in assessing current customer support strategy and architecting, testing, and optimizing customer support improvement programs
• Significant experience in quantifying the impact proposed customer support improvement initiatives have on business KPIs
• Strong analytical capabilities in synthesizing large amounts of data into actionable information
• Experience in leveraging Voice of the Customer (VoC)/Voice of the Employee (VoE) programs to drive customer support strategy
• Experience in customer journey mapping and customer research techniques (quantitative and qualitative)
• Outstanding organizational, problem solving, and communication skills in addition to demonstrating strong presentation skills
• Ability to collaborate effectively with others in high-pressure situations and handle multiple tasks
• Strong analytical capabilities with a good understanding around advanced statistical analyses
• Working knowledge of UKG applications a plus
• Bachelor’s Degree in business, statistics, information systems, or relevant field


Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email or please call 1 (978) 250 9800.