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Cloud Communications Manager

Location:

Lowell - Massachusetts - USA

Function:

Software & Product Development

Ref #:

20210017053
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Description

Reporting to the Manager of Cloud Customer Operations, the Communications Manager will be responsible for planning and executing effective external and internal communication programs that drive a world-class customer experience. This person will collaborate closely with departmental leaders, such as, but not limited to, cloud, engineering, and support to plan and execute on key communication strategies to provide visibility into Cloud events.
This role is about delivering meaningful and timely communications - incident (outage), maintenance and announcements. Successful candidates will excel at balancing strategic thinking with tactical execution. The Cloud Communications team quickly responds to a wide variety of planned and unplanned events requiring the creation of communications for a variety of audiences using a variety of methods.

Responsibilities:
• Fully engage as a lead for an incident, maintenance, or other announcements notifications to deliver timely Cloud notifications to external and internal audiences
• Partners with the executive team, service owners, and other subject matter experts to plan, develop, implement, and evaluate communications. Leverages understanding of business plans and goals to drive strategy and messaging content
• Consults with leaders to craft key messages and orchestrate major activities like product releases, platform updates or unplanned activities like service incidents
• The ability to work under pressure to strike the right balance between not enough and too much information when constructing communications
• Brings creative ideas and new approaches to messaging to maintain engagement
• Continuous improvement focused looking for opportunities to aid in the development & refinement of tools, templates, & methodologies
• Partners closely with the Incident & Problem Management team to develop incident summaries
• A member of a 24 hour on-call rotation shared across the team

Qualifications

• BS/BA degree in Business, Information Systems or Computer Science or equivalent experience
• 7+ years of overall experience
• Incident management/response experience, preferably 3+ years in a SaaS/Cloud company
• Strong communicator who is passionate about the customer’s experience
• Strong writer who can distill complex technical information into a consumable, customer friendly messaging
• Proven ability to work well cross-functionally at various levels up through executives, as well as influence and manage without direct authority
• Able to assess the severity and priority of multiple incoming inquiries from management, customers, and internal employee
• Sound problem identification, judgment, resolution, and decision-making skills
• Curious, a self-starter and eager to learn something new every day

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment 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 under federal, state, or local anti-discrimination laws. 


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

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


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.