Customer Success Change & Process Improvement Specialist at UKG

Varna, Varna, Bulgaria -

Full Time

Start Date

Immediate

Expiry Date

13 Mar, 26

Salary

0.0

Posted On

13 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Change Management, Process Improvement, Problem Solving, Cross-Functional Collaboration, Documentation, Stakeholder Coordination, Operational Processes, Communication, Organizational Skills, Business Insights, Performance Reporting, Service Delivery, Efficiency, Quality Improvement, Customer Satisfaction

Industry

Software Development

Description

Why UKG: At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do. We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you. UKG is searching for Account Escalation Manager (Level 2) for our Managed Service customers. In this role, you will support a group of customers by serving as a point of contact for questions and escalations, while helping to maintain high levels of customer satisfaction. You will work closely with more senior Business Partners and Managed Services teams to ensure smooth service delivery, applying your growing knowledge of UKG processes, services, and customers. This position provides an opportunity to continue building customer relationship management skills while contributing directly to team success. Hybrid role, Varna; Key Responsibilities Process & Service Improvement Identify recurring issues and opportunities for enhancement within service delivery processes and workflows. Partner with internal stakeholders to design and implement Service Improvement Plans (SIPs) that improve efficiency, quality, and customer satisfaction. Track progress and outcomes, ensuring sustainable improvements that drive operational excellence. Customer Change Management & Optimization Manage the process to intake customer change requests and partner with stakeholder delivery teams to ensure optimal execution for the customer Maintain comprehensive documentation and audit trails to ensure transparency and operational governance. Evaluate existing change management processes to identify inefficiencies, bottlenecks, or gaps in execution. Develop and implement process enhancements, tools, and templates that improve consistency and scalability across customer change activities. Partner with internal teams to establish best practices and standard operating procedures (SOPs) for effective change management. Monitor the effectiveness of implemented improvements through metrics, stakeholder feedback, and trend analysis to drive continuous refinement. Business Review & Insights Support Collaborate with BI and Customer Success teams to prepare data and insights for Monthly and Quarterly Business Reviews (MBRs/QBRs). Ensure accuracy and consistency of performance reporting and presentation materials. Qualifications Required: 3–5 years of experience in customer/finance/business operations, change management, or service delivery roles. A passion for excellence in customer service delivery Exceptional problem-solving skills Proven ability to manage cross-functional workflows, stakeholders and multi-step operational processes. Excellent communication, collaboration, and organizational skills with a customer-first mindset. Preferred: Payroll process knowledge Proficiency with CRM or case management systems (e.g., Salesforce, ServiceNow, Zendesk). Demonstrated success in documentation, stakeholder coordination, and process management. Key Competencies: Customer Advocacy - Keeps customer satisfaction and trust at the core of every process. Operational Rigor - Executes structured, detail-oriented workflows and drives continuous improvement. Change Leadership - Champions process optimization and ensures effective implementation of change across teams. Cross-Functional Collaboration - Works effectively with diverse internal groups to achieve shared objectives. Accountability - Takes ownership of deliverables and ensures timely, high-quality execution. Adaptability - Responds positively to evolving priorities and organizational changes. Business Acumen - Understands how change management and service improvements influence retention and satisfaction. Problem Solving - Identifies root causes, proposes practical solutions, and contributes to systemic improvements. Benefits • 25 to 28 days of annual leave • Medical coverage provided by Bulstrad for you and your dependents • Life, AD&D, Disability & critical illness coverage provided by DZI • Meal vouchers provided by Edenred – 150 BGN per month • Employee Assistance Programs available 24/7 • Global Tuition Reimbursement program – up to 7,125 BGN per year • Fertility support – up to 13,600 BGN per year • Adoption assistance • UKG scholarship program • Business travel insurance • U choose program – 475 BGN every quarter to be spent on eligible items Company Overview: UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com. UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process. Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com

Responsibilities

The role involves identifying and implementing service improvement plans to enhance customer satisfaction and operational efficiency. Additionally, it includes managing customer change requests and collaborating with internal teams to ensure effective execution.