NHS Human Services, Inc.

Senior Director Product Operations

General Information

Ref #:

20240039097

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Atlanta - Georgia - United States, Lowell - Massachusetts - United States, Weston - Florida - United States

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG

Description & Qualifications

Description

About the Company 

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG 

 

About the Team 

The Value Stream Acceleration Services team, part of the Engineering, Product, Innovation and Cloud (EPIC) organization, is responsible for serving a portfolio of value streams that feed into an enterprise SaaS product, with the goal of accelerating the delivery of value to customers. The team is composed of highly skilled practitioners who have expertise in their respective areas and work collaboratively to ensure that value streams are delivering maximum value. The team is committed to driving innovation, continuous improvement, and customer satisfaction, and is focused on accelerating better outcomes for our people and our customers. 

 

About the Role  

We are seeking a highly motivated Senior Director to lead Product Operations in EPIC. As Product Operations leader you will be an active participant in the Product Management leadership team working closely with the CPO and other product leaders. You will help EPIC scale the product management function well. You will make business and customer insights easily accessible, and drive product management best practice adoption and improvement with the EPIC product leadership team. This role will work closely with Technical Program Management to increase coordination and facilitate continuous prioritization across initiatives.

 

Responsibilities 

• Ensure strong product feedback, smooth customer releases, and a high-quality, simple product experience for all users.

• Participate as an active member of the Product Leadership team, and a leader in the broader Value Stream Acceleration Service (VSAS) team. With the focus to support impactful decisions in the Product team with the full support from the broader VSAS team.

• Manage and mentor all of UKG’s Product Operations practitioners, providing daily support and long-term coaching for career growth and development.

• Be the link between product and user-facing teams, while also improving our product development process efficiency, and driving product quality and user feedback at scale.

• Drive UKG’s company-wide approach to product quality, including defining, measuring, and reporting.

• Lead programs and processes to integrate quality into product development, enabling every team to deliver simple, easy-to-use, and delightful products quickly and efficiently.

• Improve early access programs (alphas + betas) to speed up and enhance customer insight generation and incorporation.

• Develop a unified system of user feedback and insights that shapes company-wide and team-level planning and prioritization.

• Bring customer (including design) research and differentiated intellectual property into the regular decision process of all product leaders. Closely working with Customer Research, UKG Patents and other groups.

• Identify opportunities and touch-points for the EPIC and Go-to-Market (CX, Sales, Marketing) organizations to stay in sync, especially for launches and customer feedback loops.

• Ensure leadership (EPIC & UKG) have consistent and holistic views of product quality, launch readiness, and customer feedback.

• Work closely with engineering to define, scope, and build internal AI tools to make your team’s daily responsibilities, like bug triage, more efficient and streamlined.

• Continue to develop these responsibilities, while also defining and exploring other areas of responsibility.

Qualifications

Basic Qualifications:  

• You have 10-15+ years of professional industry experience leading Product Operations Teams or similar operationally focused roles in software product organizations.

• You have a proven track-record of building and managing teams that deliver high-quality programs and processes with measurable business value.

• You excel at identifying operational gaps and needs, and designing long-lasting programs and processes to address them.

• You excel at partnering with Product Managers, Engineers, and Customer Support, and have experience working closely with these functions to drive continuous improvement across the customer experience lifecycle.

• You know how to build and maintain a wide network of relationships across a company in ways that build confidence and drive action.

• You are a skilled communicator and know how to adapt your communications for different audiences.

 

Preferred Qualifications: 

• Bachelor's degree in Business, Computer Science, Engineering, or a related field. Advanced degree preferred.

• Experience with UKG Product Suites, Tax Services, Service Products or core Payment Solutions services.

• Ability to leverage a customer-centric lens to represent the customer's needs and preferences, where applicable 

• Out-of-the-box thinker and results-driven problem solver, who is excited to dive into tough problems, and committed to delivering clear business outcomes.  

• Having a continuous learning approach, including the ability to ask relevant questions to understand requirements and context, as well as ability to receive and incorporate feedback  

• Experience with Aha!, JIRA, Confluence, PowerBI

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 Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and its supplement .

View the Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.