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Escalation Manager (Coordinator)

General Information

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Job Type:

Regular-Full Time


Alpharetta - Georgia - United States, Atlanta - Georgia - United States

Description & Qualifications


UKG is seeking a full-time Escalation Manager (Coordinator). The successful candidate must be able to work in a fast-paced environment. Candidate must have the ability to handle urgent and complex situations and be able to make decisions quickly. Must possess a passion for Customer Satisfaction and have the ability to discuss complex situations with escalated customers.


- Review customer escalations and determine if they meet documented requirements for engagement
- Partner with global support and ERM teams to understand the business impact to our customers
- Coordinate assignment of escalations to the proper escalation team member
- Review weekly reporting and assess impact proactively to Escalation Management team
- Conduct and report on internal metrics
- Collaborate with partners in development to get traction on escalated issues



- Ability to handle highly escalated customers and assess their business impact
- Able to communicate to customer contacts and break down complex, technical processes into simple, logical steps
- Knowledge of working with developers and software engineers
- Work under time constraints
- Strong verbal and written communication – must be comfortable working directly with SMEs (Subject Matter Experts)
- Capable of working on multiple projects while maintaining close attention to detail
- Excellent analytical, organizational and project management skills
- Effective problem-solving and strong interpersonal skills with positive, ‘can do’ attitude
- Self-Motivating, dedicated, with a strong sense of accountability
- Excellent ability to handle multiple tasks under tight deadlines
- Working knowledge of JIRA - Preferred
- Working knowledge of Salesforce - Preferred

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 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