Sr Escalation Manager

Role Overview UKG is seeking a customer-oriented Senior Escalation Manager to join our Customer Success team in Pune. In this non-technical leadership role, you will take ownership of complex, escalated customer issues for our SaaS/HCM products. Help us deliver on our promise of being a Partner for Life by quarterbacking resolutions, building cross-functional relationships, and improving customer satisfaction. Key Responsibilities - Manage and resolve complex, escalated customer issues for HCM and SaaS products to closure. - Direct resources across multiple internal teams and set appropriate service expectations. - Establish communications protocols and meeting cadences to accelerate incident resolution. - Facilitate customer meetings, maintain detailed issues lists, and generate executive summaries. - Provide consistent, detailed updates and next steps to all involved stakeholders. - Investigate root causes of issues and recommend process improvements to prevent future escalations. - Represent customer concerns to Product Development and UKG leadership. Required Qualifications - Minimum of 5 years of professional experience in customer management or account support management. - Strong ability to build collaborative relationships with clients and internal stakeholders at all levels. - Exceptional communication, relationship management, and attention to detail. - Ability to navigate complex scenarios and coordinate cross-functional teams without direct authority. - Working knowledge of CRM tools (Salesforce, Gainsight) and MS Office. - Flexibility to work from home 5 days a week during the initial 4-month onboarding period. Why Join Us At UKG, your work matters. Join our global workforce operating platform team and enjoy real flexibility, comprehensive benefits, and a culture that celebrates collaboration and employee success.