About the Team:
The Engineering Escalation Management team is a part of the Engineering and Product organization within UKG. This team is a liaison between UKG's Customer Experience organization and the Engineering and Product org. We provide insights into trends to help improve the end-to-end customer experience.
About the Role:
The Escalation Manager is responsible for providing customer escalation management support to Customer Experience teams and Sr Engineering Leadership. The Escalation Manager will act as a liaison and coordinate internal efforts to help obtain issue resolution for reported escalated issues that have a significant impact on our customer's business.
The Escalation Manager will:
• Partner with Customer Experience teams to understand business impact
• Collaborate cross organizationally with leadership to obtain clear ownership, traction, and prioritization for escalated customer issues
• Communicate to key leadership stakeholders the current status, actions taken and next steps
• Ensure customer engagements have met the desired goals and outcomes before disengaging
• Review weekly, monthly and quarterly reporting and assess impact proactively to Engineering Escalation Management
About You:
Basic Qualifications:
• Ability to handle highly escalated customer situations and assess their business impact
• Able to break down complex, technical processes into simple, logical steps
• Knowledge of working with developers and software engineers
• Work under time constraints
• Previous experience engaging and working with cross-functional enterprise level software development projects
• Previous experience as a software engineer, debugging, designing and developing web-based business applications
• 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
Preferred Qualifications:
• Working knowledge of Human Resources and Payroll Systems
• Working knowledge of JIRA
• Working knowledge of Salesforce
• Working knowledge of Microsoft Office applications including PowerBI
The pay range for this position is $71,900.00 to $103,350.00. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG's benefits and rewards at https://www.ukg.com/about-us/careers/benefits
