Lead Partner Delivery Assurance Manager

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

UKG is looking for a Partner Manager. This key role within the UKG partner eco-system is responsible for building trusted partnerships and crucially overseeing project governance and delivery.

This role requires a proactive approach to continuous improvement, project management, and forecasting to drive successful outcomes with exceptional escalation management skills, strong executive presence and a good understanding of the HCM industry.

Key responsibilities for the role:

Delivery:

• Project Governance: Represent UKG on partner delivered projects; participate in project Steering Committee (Steer Co) presenting an executive presence and being the first point of escalation management should it be required.

• Weekly Project Check-Ins: Ensure accountability and results through validating key questions to ensure the project remains on track.

• Go Live Readiness: Ensure partner adherence to go-live readiness reviews to drive quality go-live deliveries.

• Product Support: Where necessary facilitate engagement into the Partner Experience Center to ensure the partner obtains support should product or configuration issues arise.

• Scope/Budget Management: Collaborate with Partner Operations to manage hours budget in the UKG PSA system; support and approve change requests; closely manage modules delivered by Ready partners to budget.

• Customer OSAT/References: Drive engagement of OSAT survey responses to achieve high reference ability on partner projects.

Forecasting:

• Go Live Forecasting: Collaborate with the partner to ensure accurate go-live forecasting to avoid customer billing pushes and poor customer satisfaction. The objective is to maintain go-live pushes below 10%.

Enablement:

• Continuous Improvement: Support the partners enablement strategy to ensure learning plans in place to meet market demands.

• Ensure partner resources obtain and maintain the necessary certification to allow system access

• Support health reviews and Quarterly Business Reviews (QBRs) to build trusted relationships with partners. Working with peers to gain support where a PIP process is required.

Essential Skills:

• Build and foster trusted relationships with partners and those that interact with partners outside of the global partner organization.

• Ability to facilitate internal and external status meetings to discuss metrics, performance and opportunities.

• Attention to detail is crucial, as is the ability to gather and summarize detailed information from all involved parties to make accurate business decisions.

• Ensure ongoing and accurate data within the partner portfolio including but not limited to forecast accuracy, push percentage, CSAT, and Time to Live, with a willingness to contribute to the development of tools and data that does not exist today.

• Manage to and execute on partner programs under varying delivery methodologies.

• Through having industry knowledge be able to identify enablement opportunities for ongoing partner quality and growth to ensure continuous improvement across the partner portfolio.

• Manage escalations to identify problems, paths to solution, and remediation plans to ensure problems to avoid further escalation.

• Identify opportunities to improve and find efficiencies to support evolving UKG Business Needs.

• Reiterate UKG messaging around changes to the partner network and advocate for the partner as needed to ensure we are creating a positive partner experience.

Basic Qualifications:

• 5-8+ years in a Professional Services or Consulting experience

• Project Management experience

• Proficient in Spanish and/or Portuguese speaking required

• Bachelor’s degree in a related field or other relevant combination of training and experience required

• Ability to travel up to 25%

Preferred Qualifications:

• Strong interpersonal and professional communication skills,

• Proven business acumen within the SaaS industry including revenue recognition and forecasting

• Ability to understand and articulate technical concepts and derive solutions

#LIREMOTE

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 $68,200 to $98,000. 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.