UKG Concierge Lead - Remote (USA)

About the role

We are seeking a UKG Concierge Lead to join our team. The ideal candidate will have minimum 5 years' UKG experience with full implementations of UKG Pro WFM and/or Ready, and end-to-end experience with relevant modules.

Responsibilities

• Monitor and Manage Concierge intake and resolution for assigned customers
• Cook up dashboards regularly to track completed work, in-progress items, blockers, and risks
• Ensure customer meetings and deliverables are prepared for and executed to expected quality standards
• Watch for delivery risk, scope changes, capacity conflicts, and client dissatisfaction; escalate to leadership when required
• Discover and analyze client business requirements and business processes
• Create usable documentation including audit findings, business requirements, and product design documents
• Translate findings and product design documentation into properly configured applications (Timekeeping, Scheduler, etc.)
• Actively participate, and as needed lead, testing, and quality assurance activities for the projects
• Aid with change management and user acceptance testing
• Keep the internal project management system up to date with all-time worked, task status, and related documentation
• Lead impactful meetings that bring customers and team members together, creating alignment and driving progress
• Craft and communicate project blueprints, defining work plans, scope, timelines, and resourcing to keep everyone on track
• Drive efficiency and continuous improvement by managing projects with our proven methodology while suggesting improvements to boost speed and consistency
• Maintain current in-depth technical, functional, and operational knowledge of UKG PRO WFM (Dimensions), and/or Ready

Requirements

• Minimum 5 years' UKG experience with completing full implementations of UKG Pro WFM and/or Ready – participated in at least 3 project end to end through go live.
• End-to-end experience with the following Dimensions modules: Timekeeping, Absence (Attendance and Leave), Scheduler
• End-to-end experience with the following Ready modules: HR – Performance, Recruiting, Compensation, Succession Planning, Learning, Benefits, COBRA, ACA, Payroll – Payroll Services, Time – Accruals, Attestation, LOA/Leave, Scheduler, People Insights
• Hold active certifications: UKG Pro WFM Timekeeping and/or UKG Ready Implementation Time
• Strong operational organization and attention to detail (ticket hygiene, follow-through)
• Clear written and verbal communication with clients and internal stakeholders
• Ability to manage a weekly cadence and deadlines consistently
• Comfort coordinating across multiple resources, ensuring ownership and accountability
• Risk awareness and sound judgment on when and how to escalate
• Exemplary customer service skills with demonstrated ability to effectively develop and maintain client relationships. Client service mindset with a focus on trust, transparency, and responsiveness
• Experience managing projects and developing relationships virtually

Qualifications

• Bachelor's Degree or equivalent in Computer Science or related field (or equivalent experience)
• Applicants must have authorization to work in USA without current or future visa sponsorship

Skills

• PMP Certification - Preferred
• Experience with ADP Workforce Management optional
• Understanding of UKG Navigator, Paragon, and Launch methodology/tools

Benefits

• Access to medical, dental, and vision insurance through Cigna, with the majority of the employee cost covered by the employer
• Employer funding to HSA accounts and FSA access
• Access to a 401(k) through Vanguard with a guaranteed employer contribution
• Flexible vacation policy that allows you to manage your schedule and rest and recharge when you need to
• Ten (10) holidays with flexibility based on what is important for you and those you love
• Family-friendly benefits, extended parental leave for when you need to spend critical time with new family members, employer-paid short-term and long-term disability, employer-paid life insurance, and access to additional life insurance, hospital coverage, accidental coverage, discounted mental health support, and more