VP. Global Support

Company Overview 

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.  

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people — then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.  

Position Overview

We are seeking an experienced and dynamic Vice President of Global Support to lead and scale our SaaS customer support operations based in India. 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. The role will draw on deep transition experience while rapidly scaling staffing, service workflows and infrastructure. The successful candidate will be a strategic leader with a proven track record in managing global support teams, optimizing support processes, driving change, and fostering strong relationships with both internal and third-party resources.  As a key member of the India leadership team, the VP of Global Support will collaborate within and outside India region to drive strategy, continuous improvement, and growth of the support function. To foster real-time partnership and strategic alignment with our global executive teams, this leadership role is structured around US business hours, with core working hours from 6:00 PM to 3:00 AM IST.

Responsibilities

• Strategic Leadership: Define and execute the support strategy, aligning it with overall business objectives and ensuring high customer satisfaction.


• Team Management & Development: Lead, mentor, and grow a high-performing global support team, fostering a culture of excellence, continuous improvement, and customer-centricity.


• Service Delivery Excellence: Ensure the consistent delivery of world-class technical support for UKG HCM and WFM SaaS products, meeting or exceeding service level agreements (SLAs) and key performance indicators (KPIs).


• Global Operations Oversight: Manage support operations across various time zones across India and APAC, ensuring seamless 24/7 coverage as required for a Global Customer Base.


• Resource Optimization: Efficiently leverage internal team capabilities to scale support operations and optimize cost-effectiveness.


• Process Improvement: Identify and implement improvements in support processes, tools, and technologies to enhance efficiency, quality, and customer experience.


• Customer Advocacy: Act as a strong advocate for customers, translating feedback into actionable insights for product and service enhancements.


• Cross-functional Collaboration: Partner closely with Product Management, Engineering, Sales, and Professional Services teams to ensure a cohesive customer journey and drive successful product adoption and retention.


• Reporting & Analytics: Establish robust reporting mechanisms and analyze support data to identify trends, measure performance, and inform strategic decisions.


• Governance & Compliance: Ensure that the support operations in India adhere to all relevant corporate policies and regional compliance requirements. This includes data security/privacy policies when handling customer data, and alignment with regional labor laws. Proactively address risks and implement controls to safeguard operational continuity and data integrity

Who You Are

• Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field. Master's degree preferred.


• 15+ years of overall experience with minimum 5+ years of progressive/senior leadership experience in a global customer support or technical support role, specifically within a SaaS environment.


• Demonstrated experience of setting up/scaling/working with and leading large teams that support customers across multiple global regions. Experience within a GCC for MNC is a strong plus.


• Proven experience collaborating with and managing relationships with organizations based in the United States.


• Extensive experience with managing both internal support teams and third-party support vendors, including the ability to effectively manage third-party relationships, performance, and contracts.


• Some understanding of Human Capital Management (HCM) and Workforce Management (WFM) solutions; prior experience with UKG products is a plus.


• Exceptional leadership, communication, and interpersonal skills, with the ability to influence and inspire teams.


• Solid analytical and problem-solving abilities, with a data-driven approach to decision-making.


• Ability to thrive in a fast-paced, dynamic, and evolving environment.


• High level of cultural awareness and competence, since this role involves working with teams and customers across North America, EMEA, and APAC


• Will be based in Pune location.


• Flexibility to work across time zones and will have international travel.

Where we’re going 

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!   

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.      

View The EEO Know Your Rights poster

UKG participates in E-Verify. View the E-Verify posters here.  

Disability Accommodation 

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected].   

The pay range for this position may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers.