Sr. Director Product Support - Global Support Transformation

Sr. Director, Product Support (Global Support Transformation)

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.

About the Role

The Sr. Director, Product Support (Global Support Transformation) is a senior leadership role within the Customer Support organization at UKG. This role will be responsible for shaping, prioritizing, and executing transformative initiatives that redefine how support is delivered globally. Acting as the leader for both existing strategic programs and new initiatives, this leader will ensure alignment with the broader Customer Experience (CX) strategy and partner closely with other transformation leaders across the company. This pivotal role will be responsible for creating a world class team who is overseeing the delivery of exceptional support services to a diverse global customer base, ranging from small businesses to large enterprises, all utilizing our UKG Human Capital Management (HCM) and Workforce Management (WFM) products. This role requires a visionary yet pragmatic leader who can balance strategic foresight with operational execution, driving meaningful change in the delivery of customer support services.

Key Responsibilities

Portfolio Leadership

• 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.

Innovation & Transformation

• Champion innovation in support delivery models, leveraging digital solutions, AI/automation, and data-driven insights.
• Reimagine global support frameworks to improve scalability, efficiency, and customer experience.
• Lead pilots and proof-of-concepts for new models, guiding successful initiatives to global adoption.

Customer Experience Alignment

• 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.

Cross-Functional Influence

• 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.

Leadership & Culture

• 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.

Basic Qualifications

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.

Preferred Qualifications

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.

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.

Equal Opportunity Employer

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.