Escalation Manager III- Eng

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:

• Collaborate cross organizationally with Engineering 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
• Partner with Customer Experience teams to understand business impact
• 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

• 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

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 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., 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.

View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf)

UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.