Lead Partner Delivery Assurance Manager

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.

UKG is looking for a Partner Delivery Manager. This key role within the UKG partner eco-system is responsible for building trusted partnerships and crucially overseeing project governance and delivery.

This role requires a proactive approach to continuous improvement, project management, and forecasting to drive successful outcomes with exceptional escalation management skills, strong executive presence, and a good understanding of the HCM industry.

Key responsibilities for the role:

• Project Governance:
  Represent UKG on partner delivered projects; participate in project Steering Committee (Steer Co) presenting an executive presence and being the first point of escalation management should it be required.
• Weekly Project Check-Ins:
  Ensure accountability and results through validating key questions to ensure the project remains on track.
• Go Live Readiness:
  Ensure partner adherence to go-live readiness reviews to drive quality go-live deliveries.
• Product Support:
  Where necessary facilitate engagement into the Partner Experience Center to ensure the partner obtains support should product or configuration issues arise.
• Scope/Budget Management:
  Collaborate with Partner Operations to manage hours budget in the UKG PSA system; support and approve change requests; closely manage modules delivered by Ready partners to budget.
• Customer OSAT/References:
  Drive engagement of OSAT survey responses to achieve high reference ability on partner projects.

• Go Live Forecasting:
  Collaborate with the partner to ensure accurate go-live forecasting to avoid customer billing pushes and poor customer satisfaction. The objective is to maintain go-live pushes below 10%.

• Continuous Improvement:
  Manage and communicate the partners enablement strategy to ensure learning plans in place to meet market demands.
• Partner Resource Certification Approval:
  Ensure partner resources obtain and maintain the necessary certification to allow system access
• Health Reviews:
  Lead data-driven program health reviews and run Quarterly Business Reviews (QBRs) to build trusted relationships with partners. Working with peers to gain support where a PIP process is required.

• Build and foster trusted relationships with partners and those that interact with partners outside of the global partner organization.
• Ability to facilitate internal and external status meetings to discuss metrics, performance and opportunities.
• Attention to detail is crucial, as is the ability to gather and summarize detailed information from all involved parties to make accurate business decisions.
• Ensure ongoing and accurate data within the partner portfolio including but not limited to forecast accuracy, push percentage, CSAT, and Time to Live, with a willingness to contribute to the development of tools and data that does not exist today.
• Manage to and execute on partner programs under varying delivery methodologies.
• Through having industry knowledge be able to identify enablement opportunities for ongoing partner quality and growth to ensure continuous improvement across the partner portfolio.
• Manage…