HRMS Solutions · 2 days ago

Manager, WFM Services

United States

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

Supervise, manage, develop, and support the WFM Service team.

Own and drive the change management process associated with the WFM Service team strategy, new solutions, and any changes to the operating model.

Partner with Sales on the creation of revenue growth through the WFM Services.

Understand UKG Pro customer needs, as well as market trends, and set direction and priorities based on findings and insights.

Drive optimization and evolution of tools, implementation methodologies, and toolkits to improve WFM Service margins, visibility to backlog and resource management, project cycle times, and ensure the quality of projects improve as the organization grows.

Develop and implement service standards and best practices for various types of WFM service engagements.

Work closely with Sales and Service leadership, providing feedback from customers on service quality to improve the customer experience.

Oversee the quality of client engagements and develop the right KPI analysis to drive desired behaviors and outcomes.

Prepare reporting and trend analysis on revenue, margins, utilization, and client success.

Qualification

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UKG WFM Launch ImplementationConflict managementProject managementVideo conferencingOnline meeting softwareDelivery managementLegal complianceProblem-solvingCollaborationFlexibilityDependableEthical standardsWork ethicOrganizational skillsTeamworkRecommendation travel

Required

Minimum 3-years UKG WFM Launch Implementation Experience

3+ years of experience as a team or project lead

5+ years of face-to-face customer service

Proficient with use of standard technology including Smartsheet, Microsoft Office (Word, Excel, PowerPoint, Outlook), Project Management Tools, and video conferencing or other online meeting software

Successfully manage conflicting project priorities

Flexible, dependable, and capable of operating at a high rate of delivery with minimal direction

A demonstrated commitment to high professional ethical standards

Strong work ethic, and sense of pride in work efforts and deliverables

Strong organizational and problem-solving skills

Ability to collaborate and work as part of a team

Act as a trusted advisor to the customer

Legal residence and ability to work in the United States or Canada