Sr. Director Product Support - Global Support Transformation at UKG

, , United States -

Full Time

Start Date

Immediate

Expiry Date

02 Mar, 26

Salary

0.0

Posted On

02 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Support, Customer Experience, Transformation Leadership, Global Transformation Initiatives, Support Delivery Models, Digital Transformation, Customer Journey Optimization, Portfolio Management, Stakeholder Management, Executive Communication, Financial Acumen, Operational Acumen, AI, Automation, Change Management, Collaboration

Industry

Software Development

Description

Coordinate, prioritize, and govern existing initiatives within the Support organization, ensuring alignment with business objectives and measurable outcomes. Identify gaps and opportunities in the current support model and develop new initiatives that transform customer support delivery. Drive a multi-year transformation roadmap that evolves processes, technology, and organizational capabilities. Partner closely with CX Strategy/Transformation leaders to ensure support strategies are fully integrated into the broader customer journey. Translate customer insights, voice-of-customer feedback, and industry benchmarks into actionable support strategies. Embed CX principles into all transformation initiatives, ensuring measurable improvements in customer satisfaction, loyalty, and business value. Build and lead a high-performing Support Transformation team, fostering a culture of innovation, accountability, and collaboration. Inspire teams globally to embrace change and adopt new ways of working. Drive continuous improvement mindset across the Support organization. 12+ years of experience in Support, Customer Experience, or Transformation leadership roles within large-scale enterprise software or technology companies. Proven track record of leading global transformation initiatives, from strategy design through to successful execution. Deep expertise in support delivery models, digital transformation, and customer journey optimization. Strong portfolio management skills, with the ability to prioritize and balance multiple initiatives in a complex, global environment. Exceptional stakeholder management and executive communication skills. Strong financial and operational acumen, with experience measuring ROI on transformation initiatives. Experience working in a matrixed global organization, balancing corporate, regional, and functional priorities. Familiarity with AI, automation, and digital-first support models. Advanced degree (MBA or equivalent) preferred. Change management certifications or demonstrated success in leading large-scale organizational change. Collaborate with global leaders across Support, Services, Relationship Management, GTM, Product, and Operations to gain alignment, secure resources, and accelerate execution. Partner with Finance, HR, Legal and the ESE team to ensure investments in transformation are properly funded, governed, and tracked for ROI. Serve as an executive advocate for the Support organization, representing transformation goals with internal stakeholders, analysts, and customers.

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Responsibilities

Coordinate and govern existing initiatives within the Support organization while ensuring alignment with business objectives. Develop new initiatives to transform customer support delivery and drive a multi-year transformation roadmap.