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.
Description & Qualifications
UKG is seeking an experienced senior leader to oversee the strategic partner delivery of services to customers. As the Director of the Partner Delivery Manager Team, you will represent UKG on all partner-delivered projects, ensuring successful outcomes across key areas: Project Delivery, Forecasting, and Enablement. This role demands strong leadership skills, strategic thinking, and a proven track record in enterprise SaaS environments.
Key Responsibilities:
- Project Delivery:
- Govern project delivery, including project reviews, go-live readiness, budget and scope management, and customer satisfaction (OSAT).
- Ensure that partner-delivered projects meet or exceed expectations, leading to successful customer go-lives.
- Forecasting:
- Collaborate with partners to accurately forecast upcoming go-lives and integrate these forecasts into business planning.
- Ensure clarity and accuracy in go-live forecasts to support business operations.
- Enablement:
- Identify areas where further enablement and certification support are needed, working with partners to address these needs effectively.
- Support certification efforts to enhance partner capabilities.
- Manage and mentor the Partner Delivery Manager Team, fostering an environment of continuous improvement.
- Oversee team performance and ensure high-quality execution of deliverables.
- Work closely with CX Implementation Services teams to ensure strong communication and alignment on all delivery aspects.
- Engage with a broad range of stakeholders, including Alliances, Sales, Learning and Community, Implementation Services, and Support teams, to share outcomes and address concerns.
- Customer and Partner Engagement:
- Ensure high levels of customer satisfaction and on-time delivery through effective partner project oversight and compliance.
- Cultivate strong relationships with partners to deliver outstanding customer experiences.
- Collaborate with partners and UKG CX Operations to manage change control within projects and address budgetary impacts.
- Oversee financial aspects of partner-delivered projects to ensure fiscal responsibility.
- Drive continuous improvement through feedback, metrics, and mentoring.
- Lead strategic cross-functional projects and initiatives to enhance the partner experience.
Qualifications
Basic Qualifications:
- 8+ years of extensive leadership experience in an Enterprise SaaS environment.
- 8+ years of management/people leader experience, including leading other leaders.
- 5+ years of experience in enterprise software training, enablement, or similar roles.
- 5+ years of experience in services delivery management with partners.
Preferred Qualifications:
- Proven ability to persuade and influence senior leadership to achieve results and drive change.
- Strong problem-solving skills with a creative and independent approach.
- Well-developed relationship-building and influencing skills with outstanding communication abilities (written, verbal, and presentation).
- Detail-oriented and well-organized, with excellent follow-up skills and adaptability to a dynamic work environment.
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