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Senior Development Escalation Manager

General information


Atlanta - Georgia - USA, Florida - Florida - Remote, Ft. Lauderdale - Florida - USA, USA - USA - Remote


Software & Product Development

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Description & Requirements


This role, Senior Escalation Manager under Development’s Customer Resolution team and reporting to the Manager, Escalation Management Team, is responsible for providing customer escalation management in support of our customers with their Cloud and product needs. This role will act as a liaison and coordinate internal efforts to obtain issue resolution for reported escalated issues that have a significant impact on the business relationship or affect productivity.

Primary/Essential Duties and Key Responsibilities:

• Conduct C-Level communications and be able to manage conversations with internal Ultimate Software Executives
• Can facilitate technical strategy conversations and be able to translate technical concepts to peers, management, leadership, and customers
• Manage multiple assigned customers
• Partner with internal partners to develop wellness plans for at risk customers
• Take the lead in acting upon process change ideas, Influence others towards action and change.
• Meet critical client SLA’s to ensure client resolution.
• Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled
• Ensure customer escalations are resolved within agreed upon timelines
• Reduce escalation volume
• Lead improvements by monitoring and developing dashboards to proactively monitor trends and customer escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity
• Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources
• Prepare and distribute weekly recap reports of all Services and Development Escalations
• Support leadership in strategic, business, and operational planning
• Some after hours work may be needed at times


Required Qualifications: (If a Bona Fide Occupational Qualification, otherwise it is preferred)
(Knowledge, Skills and Abilities)
• Minimum of 5 years’ experience in providing complex SaaS Customer Support, management, and/or supervision
• Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
• Proven track record of working collaboratively to improve the customer’s experience
• Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels
• Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects
• Able to manage relationships with peers and managers as it relates to support and services
• Ability to navigate complexity and create collaborative, cross-functional solutions
• Strong communication, presentation, and relationship management skills
• Able to translate complex issues in an understandable, organized way
(Experience, Education, Certification, License and Training)
• Working knowledge of all Ultimate Software products
• Working knowledge of Human Resources and Payroll systems


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.