VP. Global Support

VP, Global Support

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.

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 a 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. To foster real-time partnership and strategic alignment with our global executive teams, this leadership role is structured around US business hours, with core working hours from 6:00 PM to 3:00 AM IST.

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 includes data security/privacy policies when handling customer data, and alignment with regional labor laws. Proactively address risks and implement controls to safeguard operational continuity and data integrity

Who You Are

• Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field. Master's degree preferred.
• 15+ years of overall experience with minimum 5+ years of progressive/senior leadership experience in a global customer support or technical support role, specifically within a SaaS environment.
• Demonstrated experience of setting up/scaling/working with and leading large teams that support customers across multiple global regions. Experience within a GCC for MNC is a strong plus.
• Proven experience collaborating with and managing relationships with organizations based in the United States.
• Extensive experience with managing both internal support teams and third-party support vendors, including the ability to effectively manage third-party relationships, performance, and contracts.
• Some understanding of Human Capital Management (HCM) and Workforce Management (WFM) solutions; prior experience with UKG products is a plus.
• Exceptional leadership, communication, and interpersonal skills, with the ability to influence and inspire teams.
• Solid analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Ability to thrive in a fast-paced, dynamic, and evolving environment.
• High level of cultural awareness and competence, since this role involves working with teams and customers across North America, EMEA, and APAC
• Will be based in Pune location.
• Flexibility to work across time zones and will have international travel.

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.

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

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]