Associate Mgr. Product Support

Overview

Associate Mgr. Product Support at UKG to lead a payroll services operations team, ensuring accurate, timely, and compliant outcomes for payroll and tax-related cases.

What you'll do

• Lead, coach, and develop a team of Payroll Services specialists.
• Plan and manage daily workload, queue allocation, staffing coverage, and priorities.
• Oversee resolution of complex payroll services inquiries (e.g., tax issues, post-payroll submissions, funding inquiries, ACH returns).
• Review escalated cases for accuracy, completeness, root cause, and next steps.
• Monitor Salesforce/equivalent case-management queues and ensure documented case details and client communications.
• Track performance metrics and prepare regular reporting on cases, aging, turnaround time, quality, and customer satisfaction.
• Identify trends and recurring defects, perform root-cause analysis, and implement corrective actions.

What you'll need

• 8–10 years of progressive team-handling or people-management experience, preferably in payroll/tax/HCM or related service environments.
• Strong working knowledge of payroll services and payroll tax support/post-payroll or related HCM processes.
• Demonstrated experience leading teams handling complex cases, escalations, deadlines, and customer-impacting issues.
• Strong analytical/problem-solving and root-cause analysis skills with high attention to detail.
• Excellent written and verbal communication skills across clients, employees, leadership, and cross-functional partners.
• Experience managing performance against service-level and customer-satisfaction metrics.
• Experience with Salesforce (or similar case-management) and proficiency with Microsoft Office, especially Excel.

Details

• Location: Pune City, India.