Senior Manager, Services Operations

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 Sr. Manager, Business Excellence Partner (BEP) for Implementation Services is an enterprise leadership role responsible for ensuring that Customer Experience Excellence initiatives translate into measurable business outcomes across Implementation Services.

This role sits at the intersection of strategy, operations, analytics, and change, partnering closely with Implementation Services leadership to prioritize work, manage trade-offs, and drive predictable, scalable outcomes—without owning delivery teams or P&L.

Responsibilities:

• Serve as the senior CX Excellence partner to Implementation Services leadership, shaping how strategy turns into operational outcomes

• Own outcome accountability for CX Excellence initiatives supporting Implementation Services, ensuring work delivers real, measurable impact

• Frame and facilitate enterprise-level decisions, integrating capacity, readiness, analytics, and operational inputs into clear options and trade-offs

• Drive prioritization and sequencing of CXE work, balancing Implementation Services needs with enterprise constraints and CX strategy

• Ensure initiatives have clear outcome commitments, defined success measures, and sustained follow-through after delivery

• Lead benefits realization and performance reviews, identifying when to continue, adjust, or stop initiatives based on results

• Act as a trusted advisor to senior leaders, reducing coordination burden while improving decision quality and predictability

• Identify systemic opportunities to improve cost-to-serve, scalability, quality, and customer outcomes across Support Services

• Influence how the CX operating model evolves, helping design scalable ways of working as the business grows and changes

Basic Qualifications:

• 6+ years delivering complex programs and aligning teams with business strategy.

• Experience engaging directly with senior executives.

• Background in business partnering, operations, strategy, or program leadership, preferably in complex, matrixed environments.

• Ability to influence senior leaders, provide clear recommendations, frame trade-offs, and drive alignment without formal authority.

• Ability to travel up to 25% as needed.

Preferred Qualifications:

• 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.

• Operational credibility, with a solid understanding of service delivery, implementation, 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.

• 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.

• Data synthesis, analysis, and comfortable supporting the team in developing and reporting operational metrics

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 (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.

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 $133,900 to $190,750. 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

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.