Sr Services Enablement Manager

$87,975 - $107,237/Yr

UKG - Atlanta, GA

Full-time - Mid Level

Remote - Atlanta, GA

Professional, Scientific, and Technical Services

About the position

We are looking for a dedicated and experienced individual to join the Release Readiness Team within the Customer Experience Operations Group. You will serve as a key enablement resource with primary responsibilities that cover the Release Readiness program with additional responsibilities supporting Onboarding/Everboarding, Field Readiness, Service Tools, and various Improvement Initiatives. This role actively partners with EPIC and other areas of the organization to positively impact the overall support and implementation of new Products, Tools and Features. The Services Enablement Manager works to empower various teams across the organization by providing the right level of knowledge and visibility as it relates to new product features, tools and updates. You will be relied upon for documenting and presenting content to various stakeholders including Leadership and Individual Contributors across Customer Experience, providing subject matter expertise in helping to ensure success across customer implementations and product support. You are a point person for providing leadership guidance and helping to drive the overall release readiness process in collaboration with the wider Organization. Having a people first mentality and big picture strategy is critical to our overall success.

Responsibilities

• Responsible for providing the Customer Experience Organization with timely release readiness information, content, expertise, and tools to help both UKrewers and Leaders deliver and support UKG products and methodology more effectively
• Ability to support the delivery of Service Plans for New Product Introductions that summarize key considerations and impacts relevant for Teams across Customer Experience
• Facilitates various forums to provide release readiness content, best practice, support, and role-based knowledge sharing to service and support teams, including but not limited to Pro, Pro WFM, Ready and related tools and processes/methodology
• Collaborate with multiple teams to provide functional SME level knowledge and guidance on creation, improvement, and field readiness of organizational initiatives
• Influence, collaborate, enable, and communicate new products, product features, and updates or compliance to UKrewers and Leaders
• Recommend improvements with insight on enhancements and process changes
• Create and maintain solid and partnering relationships with various teams across the organization to promote collaboration and drive change
• Evaluate, test, and deploy new and improved delivery methods and product / tool features collaborating with Engineering, Product, Development, Support and the Services teams to create content and track and measure operations and performance
• Attend and act as SME for various product areas to demonstrate functionality, methodology, impacts and risk in those product areas
• Facilitate role based enablement courses to provide best practice, support, and role-based knowledge sharing to services teams, including but not limited to Pro, Pro WFM, Ready and related tools and processes/methodology
• Create and deliver content, documentation, and tools to enhance various roles within Customer Experience to provide insight and the ability to deliver on company business goals including building client relationships, identifying client needs, how company products and services can meet client needs and delivering on opportunities within their accounts

Requirements

• 3+ years of professional experience in a functional or technical role implementing or supporting a UKG product is required
• Project Management skills
• Strong presentation skills to engage effectively with diverse participants, including leadership, project managers, consultants, product owners, support experts, software developers, and various team members
• Flexibility to travel up to 25% as required

Nice-to-haves

• Bachelor's degree in Business, Management, Information Technology, or related field
• Attention to detail
• Excellent communication skills, with an ability to convey complex concepts clearly and concisely
• Professional certification in project management (PMP)
• Self-starter with the ability to work independently with minimal supervision, balancing multiple priorities to drive results
• Ability to understand current business state, immediate issues and ability to solution

Benefits

• Adoption and surrogacy assistance
• Tuition reimbursement
• Wellness programs
• Short-term incentive
• Long-term incentive