Technical Product Ops Specialist I

Why UKG:    

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.  

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.  
Overview: 
The Emerald command center - Technical Product Ops Specialist is a critical role within UKG’s Emerald Experience Program, responsible for proactively safeguarding customer operations through continuous monitoring, assurance, and early risk detection. The Emerald Command Center role ensures Integration care, customer-specific process monitoring, tailored health checks and services for UKG’s most strategic premium customers. This role blends customer specific monitoring, analytical insight, and intelligence to prevent issues before they occur and to maintain executive confidence in UKG-managed operations. 
Core Functions:
Manage L1 support Readiness – Own All L1 support cases initial response, routing for the Emerald customers
Proactive Monitoring & Assurance – Prevent operational disruptions through continuous system and integration oversight.
Customer-Specific Intelligence – Deliver tailored health checks aligned to each customer’s unique payroll and workforce processes.
Operational Risk Prevention – Identify anomalies early and coordinate resolution before customer impact. 
Key Responsibilities:
Proactive Monitoring & Command Center Operations
Monitor customer specific integrations, processes, and data flows across UKG platforms using latest technologies such as AI agents and RPA.
Proactively detect risks impacting payroll accuracy, workforce data integrity, and downstream processes.
Maintain vigilance over inbound and outbound integrations, including third-party vendors and customer-specific feeds.
Customer-Specific Health Checks
Run tailored system health checks based on each customer’s configuration, integrations, and critical processes.
Develop and refine monitoring rules aligned to customer priorities and business cycles.
Document findings and surface insights that strengthen long-term operational stability.
Payroll Assurance & Process Reviews
Ensure accuracy of customer payroll activities, validating readiness before payroll close.
Identify trends, repeat issues, or emerging risks and recommend preventive actions.
Ensure customer-specific payroll calendars, cutoffs, and dependencies are respected and protected.
Cross-Functional Collaboration & Escalation
Partner closely with Emerald Experience Managers, Product support, Engineering, Integration teams, and Cloud operations.
Initiate proactive escalations when risks are identified, ensuring timely resolution.
Contribute to root cause analysis and post-incident reviews to prevent recurrence.
Preferred Qualifications:
Proven ability to deliver results in dynamic environments with a strong focus on customer-centricity, quality, and efficiency.
2+ years of experience in HCM operations, payroll systems, integrations, or technical support, with understanding of payroll processes and dependencies.
Strong analytical, problem-solving, and root cause analysis skills, with knowledge of cloud operations, AI, data, and integrations is a plus.
Excellent communication skills with flexibility for shift-based work and occasional weekend support. 

Company Overview:  

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com.  

Equal Opportunity Employer     

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.  

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UKG participates in E-Verify. View the E-Verify posters here.  

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.  

Disability Accommodation in the Application and Interview Process 

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected].  

The pay range for this position is $63,900 to $91,800. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG’s benefits and rewards at https://www.ukg.com/about-us/careers/benefits