Lead Escalation Manager

Job description

Company and benefits

Job ID

LEADE018696

Employment Type

Regular

Work Style

hybrid

Location

Sydney,NSW,Australia

Travel

Up to 25%

Role

Lead Escalation Manager

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.

About the Role:

As a Lead Escalation Manager (EM) in UKG’s Global Support organization, you will own and drive resolution of complex, escalated customer issues across our SaaS, Cloud, and On-Premise Workforce Management solutions. You’ll act as the primary point of accountability, ensuring issues are managed to closure while keeping customers and stakeholders aligned.

This role isn’t hands-on technical, but success requires working closely with technical teams, translating complex problems into clear terms, and guiding resolution strategies. At any time, you’ll manage one to six escalations of varying intensity, while also contributing to special projects.

What You’ll Do

Take full ownership of escalated customer engagements, setting expectations and leading communication across clients, internal teams, and executives.

Define and track key issues, establish resolution plans, and maintain detailed updates.

Lead customer and internal meetings, providing clear agendas, summaries, and progress reports.

Coordinate resources across technical, engineering, and support teams - often influencing without direct authority.

Act as customer advocate with Engineering and other internal stakeholders.

Ensure consistent, proactive communication until issues are resolved and customers return to standard support.

Provide after-hours or holiday coverage as needed.

What We’re Looking For

3+ years of direct customer management or account support experience.

Exceptional communication skills (English - written and verbal). Additional languages are a plus.

Strong organizational skills with a sharp eye for detail in fast-paced, high-pressure situations.

Ability to manage multiple complex accounts simultaneously, while adapting to varied challenges.

Proven problem-solving and diplomacy skills with the flexibility to handle both structured and unconventional scenarios.

Nice to Have

Experience with enterprise SaaS solutions and/or Atlassian products (Jira, Confluence).

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.

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 UKGCareers@ukg.com

NOTICE ON HIRING SCAMS

UKG will never ask you for a copy of your driver’s license, social security card, or passport during a job inter

ABOUT OUR JOB DESCRIPTIONS

All job descriptions are written to accurately reflect the open job and include general work responsibilities. They do not present a comprehensive, detailed inventory of all duties, responsibilities, and qualifications required for the job. Management reserves the right to revise the job or require that other or different tasks be performed if or when circumstances change.