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Director, Application Support - Maitland, FL

General Information

Ref #:

20240037594

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Maitland - Florida - United States

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers  #WeAreUKG 

Description & Qualifications

Description

About the Position:

The UKG Product Support team is a large multi-functional, multi-layered organization. As the Director of Application Support, you’ll take an organization-wide view of performance metrics, process, and training for the Global Support group. This includes planning and directing strategies in support of our rapid growth while creating a highly engaged and collaborative culture. This position will be responsible for establishing and growing our Pro WFM support team.

Primary Responsibilities:

• Direct reports include functional managers and an indirect staff of 80+ employees.
• Establishes organizational goals and objectives, and monitors performance to plan. Adjusts resources, organization structure, and personnel to achieve attainment of overall goals. Delegates tasks and assignments to appropriate subordinates and monitors progress.
• Gives significant input into strategic and tactical decisions related to the functional discipline
• Solves multiple problems involving complex technical and managerial issues involving functional discipline and across multiple disciplines.
• Interprets, executes and recommends modifications to company strategies and procedures. Often meets with senior managers and peers from other functional groups to deal with external dependencies and issue resolution
• Interacts with senior customer management (VP/Director level) in both pre and post sales situations. Represents UKG to these customers and has authority to commit significant company resources in these interactions. Responsible for customers’ overall satisfaction. Point of contact for customer escalations within the Rapid Response team.
• Responsible for key product input and requirements communications to Engineering which have very significant impact on medium term company competitive positioning and service delivery costs.
• Develops staffing strategies. Recruits and hires staff. Supervises direct and functional reports. Establishes individual performance goals and priorities. Reviews performance against goals. Provides counseling. Plans, approves, and implements programs for the timely development and progress of each individual. Plans and grants salary increases as appropriate. Manages discipline and documentation steps in problem employee situations. Manages dismissals.

Qualifications

Basic Qualifications:

• Minimum 10 years technical support management experience (3 years at Director or Sr. Manager level) in a high volume support environment, preferred.
• Minimum 5 years experience in HR, Payroll and/or Time and Labor domains, preferred.
• Proven results in improving customer satisfaction, customer retention, employee engagement and team productivity.
• Proven experience in creating an employee & customer centric culture.
• Excellent interpersonal, motivational, and managerial skills with an indirect staff of at least 50 employees. Ability to manage conflict situations constructively.

Preferred Skills::
• Professional communication skills, both written and verbal.
• Ability to multi task and prioritize projects, time manage, and practice detail oriented organizational skills.
• Experience working in a fast-paced environment and consistently delivering projects on or before expected due dates.
• Experience preparing and writing demonstrations, proposals, policies, procedures, job descriptions, and schedules.
• Demonstrated track record in identifying and deploying leading edge support solutions.
• Use of good judgment and a sense of urgency in the decision making process when assessing problems/situations.
• Work independently without direct supervision and with minimal guidelines.

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 Know Your Rights 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 UKGCareers@ukg.com.

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