Vice President, Operations

1 day ago

Lowell MA United States UKG (Ultimate Kronos Group) Full time

Vice President, Operations - Global Services

About the Team:

UKG is looking for a Group Vice President/Vice President of Operations for all Global Services. The role will report directly to the Senior Vice President of Customer Success and Operations.

About the Role:

We are looking for a customer-centric leader with experience scaling Global Services organizations to help accelerate operational efficiency and innovation. This person will bring expertise in SaaS and can develop operation strategies that leverage customer insights, data, and technology.

You will be responsible for developing, communicating, and executing innovative strategies that will help retain and grow our customers, increase efficiencies, and most importantly create a differentiated, delightful customer experience as we enter a new phase of growth. You are passionate about transforming operations from a supporting, reactive function into an innovative, proactive, and strategic driver.

Responsibilities
  • Develop, communicate, and lead operational strategies to retain and grow our customers.
  • Partner and collaborate deeply with the Global Services leadership team to enable them to drive performance globally.
  • Uncover opportunities to leverage data and technology to help drive a better customer experience.
  • Identify, develop, implement, and track key performance indicators for the Global Services teams to ensure we hit our targets.
  • Partner closely with the Go-to-Market Teams by providing leadership to align GTM Ops and Strategy across the organization.
  • Develop programs to onboard, grow and nurture our employees while ensuring they are prepared to serve our customers with confidence.
  • Develop and drive a key strategic partnership with the Finance team specifically from a budget perspective as the organization focuses on efficiencies and productivity.
  • Forecasting operational workload for customer support, global delivery service, account management.
  • Provide detailed scheduling needs and requirements for these critical operations in Global Services.
  • Lead, inspire and develop the operational leaders and their teams to drive innovation to ensure predictable and scalable results that drive growth and improve margins.
Qualifications

We are looking for someone who has:

Basic Qualifications:
  • Proven experience as a senior-level Operational and Innovation leader at a high growth, scaling SaaS company.
  • Strong background in the creation and delivery of digital customer experience.
  • Experience leveraging data, automation, and technology to improve productivity and accelerate growth.
  • Extensive experience analyzing, mapping, and optimizing the end-to-end customer journey.
  • Data led partnerships with an ability to surface and present insights that drive customer first decision making.
Preferred Qualifications:
  • The ability to set a vision, execute on a strategy and roll up your sleeves to get into the details when necessary.
  • Deep understanding of Customer Success with a track record of identifying and driving leading indicators for this function.
  • Excellent communication, presentation and relationship building skills to partner deeply with SVP of CS/ES and other key leaders in finance, data, enablement, and system teams.
Company Overview

Here at UKG, our purpose is people. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for?

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.

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