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Director, Premier HCM Global Delivery Services

General information


USA - USA - Remote


Customer Delivery/Implementation Services

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Description & Requirements


Director of a Premier Global Delivery Team- implementing Pro HCM

The Director has ultimate responsibility for all customer implementations within their portfolio. They own the overall client experience and are accountable for the overall project delivery and for meeting related financial metrics. The Director manages managers and is responsible for the growth and development of their managers and team members. The Director has broad experience and knowledge across domains and applies this knowledge to solve complex problems.

Internally, the Director executes strategy with Global delivery and other departments to deliver a launch experience that is aligned with expectations and plans. Externally, the Director works with executive level customer stakeholders to build relationships, act as a higher-level escalation point over the Delivery Manager and Project Manager, while being the voice of the customer for all their Ultimate needs. The primary goal of the Director is to ensure that the customers exits the launch experience as an advocate for Ultimate, having had a World Class Customer Service experience.

Primary/Essential Duties and Key Responsibilities:

The Director owns the overall client experience through implementation for each client in their portfolio.
Provides strategic direction to their Managers and other individual contributors in their reporting structure such as Project Managers and System Consultants
Serves as the point of escalation above the Manager as needed. Responsible for negotiating and resolving escalated issues that arise during the implementation.
Serves as the Executive Sponsor for Ultimate Software on high-profile projects as needed. Builds relationships and engages with C-Level and VP Level client executives to ensure project oversight and success.
Accountable for meeting company financial metrics and performance targets across their teams and area of responsibility.
Identify opportunities to improve process or results and provide the leadership to create and deliver on new strategic initiatives.
Responsible for the success of their portfolio working with both their own leaders and those reporting into other groups in a matrix structure
Responsible for interviewing and hiring new talent.
Responsible for writing and conducting employee performance reviews.
Responsible for addressing performance issues with individuals using progressive discipline.
Provides leadership on company strategic initiatives and area of focus.
Capacity and headcount planning and management
Builds relationships across Ultimate Software to enhance collaboration and teamwork with other departments.
Partners with Sales to assist with revenue generating opportunities


Required Qualifications:

10+ years’ experience managing and leading customer relationships, primarily executive-level relationships, through implementations.
10+ years' experience managing and mentoring a team of employees
Customer-focused, confident, positive and professional attitude.
Organized, detail oriented, accurate and responsive.
Self-motivated, quick learner, results driven.
Good listener, able to apply the knowledge gained effectively.
Very adaptable, dependable and ability to handle stress and work well under pressure and tight timelines
Ability to deal with ambiguity and change in all areas on a regular basis.
Strong communication and interpersonal skills. Clear and concise in communicating information.
Strong decision-making and problem solving skills.
Recognized leadership and management experience as supported by past work record.
Strong leadership skills including: coaching, developing a diverse work force, managing a remote team, instilling commitment to quality and excellence, encouraging collaboration and promoting the flow of information among all participants.
General Business Acumen

Preferred Qualifications:
Bachelor’s degree or equivalent experience
PMP preferred
MBA preferred

Travel Requirements:
50% Travel required

Corporate 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.