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 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. 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...