Principal Business Process Consultant

Why UKG:    

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 Principal Business Process Consultant for Support Services is a high-impact analytical leadership role responsible for owning the performance truth for Support Services and ensuring that strategic initiatives and operational changes deliver measurable outcomes.

This role sits at the intersection of data, operations, and decision-making, partnering closely with the BEP Director, Process & Operational Analysts, and Analytics COE to translate performance signals into clear insights, early warnings, and fact-based decision support.

This is an ideal role for high-potential analysts or operational leaders who want to move beyond reporting and into enterprise influence, outcome ownership, and strategic problem-solving.

Key Responsibilities

Serve as the primary day-to-day CXE business partner to Support Services leadership, acting as the connective tissue between enterprise CXE strategy and operational execution
Maintain prioritization hygiene for Support Services, integrating inputs across analytics, capacity, readiness, and operations to ensure leaders have a clear, current, and shared view of priorities, dependencies, and trade-offs
Triage and shape incoming work, distinguishing signal from noise, clarifying intent, and ensuring requests align to agreed priorities and outcomes
Prepare decision-ready materials for the BEP Director and CX leadership, including options, impacts, risks, and trade-offs that enable timely, high-quality decisions
Own adoption and reinforcement of decisions, ensuring initiatives and changes translate into real behavioral change—not just alignment in meetings or communication
Coordinate enablement and readiness efforts, partnering with CXE Centers of Excellence to ensure the right support, tools, and guidance are delivered at the right time
Ensure initiatives are well-formed, with clear outcomes, named owners, success measures, and plans for follow-through
Surface risks early and proactively, identifying misalignment, capacity strain, or readiness gaps before they result in late escalations or rework
Capture and synthesize lessons learned, feeding insights back into future planning, readiness assumptions, prioritization, and capacity discussions
Build enterprise perspective, connecting Support Services needs to broader CXE priorities and helping leaders understand downstream and cross-functional impacts

Basic Qualifications

• Senior-level experience in business partnering, operations, strategy, or program leadership, preferably in complex, matrixed environments


• Demonstrated ability to connect strategy to execution, translating high-level direction into coordinated, adoptable operational action


• Strong prioritization and systems-thinking skills, with the ability to see across workstreams, dependencies, and constraints


• Experience influencing senior leaders, providing clear recommendations, framing trade-offs, and driving alignment without formal authority


• Operational credibility, with a solid understanding of service delivery, implementation, managed services, or customer-facing operations


• Proven track record of driving adoption and change, not just launching initiatives but ensuring they are sustained in day-to-day behavior

Preferred Qualifications

• Excellent communication and synthesis skills, able to distill complexity into clear, decision-ready narratives


• Comfort operating in ambiguity, with the judgment to make progress when inputs are incomplete or competing


• High learning agility and enterprise mindset, with interest in expanding scope beyond a single function or domain


• Demonstrated leadership potential, positioning this role as a feeder for future senior enterprise or operational leadership roles


• Experience in support services, customer operations, or similar service delivery environments preferred

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.  

View The EEO Know Your Rights poster        

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

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.  

Disability Accommodation in the Application and Interview Process 

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 is $129,500 to $186,100. 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