Sr. Director Product Support - Global Support Transformation

Sr. Director, Product Support (Global Support Transformation)

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. 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.

Key Responsibilities

• Portfolio Leadership: Coordinate, prioritize, and govern existing initiatives within the Support organization, ensuring alignment with business objectives and measurable outcomes.
• Innovation & Transformation: Champion innovation in support delivery models, leveraging digital solutions, AI/automation, and data-driven insights.
• Customer Experience Alignment: Partner closely with CX Strategy/Transformation leaders to ensure support strategies are fully integrated into the broader customer journey.
• Cross-Functional Influence: Collaborate with global leaders across Support, Services, Relationship Management, GTM, Product, and Operations to gain alignment, secure resources, and accelerate execution.
• Leadership & Culture: Build and lead a high-performing Support Transformation team, fostering a culture of innovation, accountability, and collaboration.

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.

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.