Skip to content

Escalation Manager

General Information

Ref #:


Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time


Bracknell - Bracknell Forest - United Kingdom

Description & Qualifications


This position can be remote.

As an Escalation Manager in the UKG Global Support organization, working either directly with a customer, or, with one of a variety of internal constituencies, you will assume ownership of complex and escalated customer issues for our SaaS, Cloud and On-Premise Workforce Management products. Your role is not a technical one, but the ability to interact effectively with technical resources from both customer and internal UKG teams, and to breakdown complex technical problems into more easily understandable terms, is critical. Your charter will be to establish and maintain a list of escalated issues, and, working with the technical resources involved, oversee the management of those issues to closure. At the successful conclusion of your engagement, the customer will be returned to their regular level of customer support. An Escalation Manager will be expected to handle multiple escalated engagements at any time, the number will depend on the scope and intensity of each engagement. As well as escalated engagements, they will be expected to handle other special projects.

A successful Escalation Manager has strong customer management, diplomatic, organizational, and communications skills. A senior level of problem-solving experience that supports an ability to assess each assignment on its own merits and to vary the approach and method of engagement with each customer accordingly is a definite requirement. While many assignments follow a predictable pattern, a successful Escalation Manager has the ability/flexibility to handle unusual or “out-of-the-box” assignments that may not follow familiar patterns or structure.

The role of an Escalation Manager includes:
• Proactive engagement with a changing portfolio of large and complex SaaS, Cloud & On-Premise customers, often early in the deployment process, addressing the issues of concern, and assuming full ownership and management of client/corporate account teams for escalated issues.
• Arrange an introductory call to introduce the role, set expectations for the engagement, and establish an ongoing communications protocol and meeting cadence.
• Establish an agreed-upon list of issues to frame the engagement.
• Setting appropriate expectations for all stakeholders (internal and external) regarding issue resolution and the process of engagement.
• Planning & chairing internal & external customer issue meetings; conducting conference calls; maintaining detailed issues lists; generating executive and/or general summaries as well as providing report updates for all managed accounts.
• Identify resource needs across multiple technical teams to help facilitate issue resolution and case closures.
• Oversee and direct all technical resources associated with escalated account issues.
• Provide consistent and recorded communication on status and next steps to all parties involved.
• Champion and represent issues to Engineering on behalf of a customer as well as internal UKG constituencies.


• Proven professional experience with direct 1:1 Customer Management or Account Support Management required.
• Excellent communication skills (English - both written and verbal) are required to support the role of cross-functional liaison with UKG Cloud, Engineering, Global Delivery Service, Sales & customers.
• Strong attention to detail - managing & and controlling conference calls, maintaining issues lists and action items, as well as setting appropriate expectations in escalated situations.
• Ability to coordinate efforts between the various functional teams, bringing the appropriate resources to bear on an escalated issue while often influencing without authority.
• Must be well organized, flexible and able to work multiple customer accounts in a fast-paced, time-sensitive environment.
• The ability to communicate well (written and verbally) in a second language is a plus.


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.