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Manager, PS Launch

Location:

Remote - - USA

Function:

Customer Delivery/Implementation Services

Ref #:

20210017624
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Description

Job Summary:
The Payment Services Launch Manager manages a team that implements customers on our tax and payment products. This position is responsible for ensuring that each customer is implemented compliantly, timely and with a high degree of customer satisfaction and quality. This position defines and drives initiatives to improve the performance of the team and the overall customer experience. The manager actively engages in the resolution of issues that arise with customers, third parties, internal business partners and technology. The best candidate for the position thrives in a fast paced, ever changing, collaborative environment. This leader must have a passion for ‘Protecting Our House’.

Primary/Essential Duties and Key Responsibilities:
• Provide consistent oversight of the implementation projects to ensure they are completed within the established time frames, compliantly and in a manner that ensures immediate and long-term customer satisfaction.
• Hire, develop and build a high-performing team with highly engaged and accountable Peeps.
• Manage the workload and resource capacity planning for the team, and any temporary resources needed for peak periods.
• Identify and lead initiatives aligned with Payment Services objectives, including but not limited to improving quality and reducing time-to-live.
• Identify gaps and improve processes to achieve compliant implementations.
• Collaborate with peers and other functional leaders (Global Delivery, Service, Tax Operations) on processes and protocols to ensure the customer’s experience throughout their life-cycle is the best in the industry.
• Develop, track, analyze and report on key performance indicators for the Team.
• Actively participates in customer problem resolution and escalations.
• Ensure that all SOC1 controls are met for each implementation.
• Create and deliver presentations to, business partners and customers.

Qualifications

Required Qualifications:
• 5+ years in a management role
• 5+ years of process/operational excellence experience
• Bachelor’s Degree in Business, Accounting, Computer Science, or a related field or equivalent work experience will be considered for the position

Preferred Qualifications:
• A passion for customer service
• Project management
• Payroll tax filing
• Leadership and development
• Software implementation
• Process mapping and improvement
• Well organized and excellent time management abilities
• Self-starter, highly motivated
• Collaborative
• Exceptional conflict management skills
• Excellent written and verbal communication skills

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

Kronos, a UKG Company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

Kronos 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 KronosCareers@kronos.com or please call 1 (978) 250 9800.