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Senior Director, Customer Support Strategy & Operations

General Information

Ref #:


Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time


Atlanta - Georgia - United States, USA - USA - Remote, Weston - Florida - United States

Description & Qualifications


Senior Director, Customer Support Strategy & Operations is responsible for providing leadership and management of strategic process transformation efforts across all Customer Services. Primary focus will be to lead and coordinate all customers support focused initiatives. Will need to work closely with various stakeholders across the organization and all levels to effectively carry out responsibilities. Regular reporting on process to senior leadership.

The right individual will put our customers first, be curious, open-minded, collaborative, proactive, a critical analytical thinker, excellent communicator, have a positive can-do attitude, and relentless in pursuit of desired outcomes.

Primary Responsibilities:
• Motivate, coach and lead the new team to achieve department and company-wide goals
• Plan an enterprise analytic framework, engagement, and operating model for customer support
• Centralize and analyze customer feedback
• Assess market analytics and research
• Create a customer support journey map
• Qualify and quantify customer support methodologies
• Establish cross-functional metric governance and decision-making forum
• Analyze and develop process for customer support improvement
• Inform strategy to realize future vision of customer support
• Define people competencies, roles, skillsets, and behaviors for a high performing analytics organization
• Directly lead a team of 5-10, establishing goals, priorities, and learning opportunities
• Improve operating processes to intake and deliver analytical needs for internal teams
• Communicate analytic objectives, scope, and progress with broader UKG audience
• Guide delivery of innovative, comprehensive, accurate, and impactful analytic programs
• Serve as project lead for customer support cross functional team
• Define trend setting performance metrics and drive team to meet those metrics
• Drive a culture of continuous improvement
• Work within a voice of the customer structure to interpret and action team member and customer feedback for improvement


• 10-15 years of experience in a customer facing contact center/ customer success leadership role
• Process oriented with a strong understanding of SaaS business go to market model
• Ability to navigate complex global organizations and build positive relationships
• A passionate advocate of analytics and how it relates to customer input and feedback
• High volume support experience overseeing work in a fast paced environment
• Demonstrate leadership, decision-making, team building and communication skills
• Demonstrate strong presentation skills
• Working knowledge of UKG applications a plus
• Outstanding organizational, problem solving, and communication skills
• Bachelor’s Degree in business, statistics, information systems, or relevant field

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.

Colorado Pay Law

If you are a Colorado resident and this role is available in Colorado or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request.  Please send an email to 

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.