Manager of Product Management, CX team

UKG is a workforce operating platform company that develops products and solutions to improve how customers engage with its workforce technology. The Manager of Product Management will lead a team of product managers and a portfolio of customer experience products, setting strategy, guiding investment decisions, developing AI-enabled and enterprise platform solutions, and driving cross-functional execution and measurable outcomes.

Responsibilities:

• Lead the portfolio: You’ll partner with business leaders to define and own the strategy, investment priorities, and outcomes for a portfolio of customer experience products. Together, you’ll evaluate where to invest, accelerate, partner, change direction, or stop based on customer value, business impact, cost, risk, and evidence. You’ll use data and AI to synthesize customer and business signals, identify opportunities and risks, and inform portfolio decisions
• Shape connected customer experiences: You’ll identify opportunities to simplify experiences across products, platforms, and workflows and partner with customers to validate problems, solutions, and outcomes
• Lead enterprise platform solutions: You’ll shape product strategy and experiences across platforms such as Salesforce Service Cloud and Certinia Professional Services Automation (PSA), partnering with technology teams to determine how platform capabilities, integrations, data, automation, and new solutions can best support customer and business needs
• Lead AI-enabled products: You’ll guide where AI-powered assistants, agents, intelligent workflows, and automation create meaningful value, including appropriate levels of agent autonomy and human oversight. You’ll establish expectations for quality, trust, safety, economics, and measurable customer and business outcomes
• Build a high-performing organization: You’ll hire, coach, and develop product managers; shape team capacity and ways of working; and establish the product practices and capabilities needed to achieve portfolio outcomes. You’ll help your team use AI appropriately to improve discovery, analysis, experimentation, decision-making, and product operations while maintaining human judgment and accountability
• Lead cross-functional execution: You’ll partner with Engineering, Design, Enterprise Applications, Data, AI, Security, Legal, Operations, and customer-facing teams to manage dependencies and move products from discovery through launch, adoption, measurement, and continuous improvement
• Drive outcomes and influence: You’ll establish measures for customer experience, adoption, product quality, operational performance, and business value, and communicate strategy, trade-offs, risks, and outcomes to senior leaders and stakeholders

Requirements:

• 8+ years of product management experience delivering enterprise software, customer experience, platform, or workflow products
• People-management experience leading and developing product management professionals
• Experience leading complex, cross-functional product initiatives and translating customer and business needs into product strategies, investment priorities, and measurable outcomes
• Experience delivering enterprise platform and/or AI-enabled solutions, including integrated workflows, automation, assistants, agents, or related customer experiences
• Experience leading a portfolio of interconnected products, enterprise platforms, or customer experiences
• Experience delivering AI-enabled products from discovery and experimentation through launch, adoption, measurement, and continuous improvement
• Experience evaluating product and technology decisions across customer value, quality, cost, safety, privacy, scalability, and business outcomes
• Experience with Salesforce Service Cloud, Certinia Professional Services Automation (PSA), Sierra AI, Human Capital Management (HCM), enterprise software, or adjacent Software-as-a-Service (SaaS) domains