Technical Product Ops Specialist I

The Technical Product Ops Specialist I role supports UKG’s Emerald Experience Program by proactively monitoring customer operations, running tailored assurance checks, and identifying risks early to help protect payroll accuracy and downstream workflows.

Role Focus

In the Emerald command center, you will take ownership of L1 support readiness for Emerald customers and maintain continuous oversight of customer-specific integrations, processes, and data flows across UKG platforms. The work emphasizes operational risk prevention through early detection, targeted health checks, and timely escalation.

Responsibilities

• Own all L1 support cases for Emerald customers, including initial response and routing.
• Proactively detect risks that may impact payroll accuracy, workforce data integrity, and downstream processes.
• Maintain vigilance over inbound and outbound integrations, including third-party vendors and customer-specific feeds.
• Monitor customer-specific integrations, processes, and data flows across UKG platforms, leveraging AI agents and RPA.
• 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 to strengthen long-term operational stability.
• Ensure accuracy of customer payroll activities by 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.
• Partner with Emerald Experience Managers, Product support, Engineering, Integration teams, and Cloud operations.
• Initiate proactive escalations when risks are identified to support timely resolution.
• Contribute to root cause analysis and post-incident reviews to prevent recurrence.

Core Functions

• Manage L1 Support Readiness: respond to and route all L1 support cases for Emerald customers.
• Proactive Monitoring and Assurance: help prevent operational disruptions through continuous oversight of systems and integrations.
• Customer-Specific Intelligence: deliver tailored health checks aligned to each customer’s payroll and workforce processes.
• Operational Risk Prevention: identify anomalies early and coordinate resolution before customer impact.

Payroll Assurance and Process Reviews

• Ensure customer-specific payroll calendars, cutoffs, and dependencies are respected and protected.

Proactive Monitoring and Command Center Operations

• Monitor customer-specific integrations, processes, and data flows across UKG platforms using AI agents and RPA.
• Detect risks affecting payroll accuracy, workforce data integrity, and downstream processes.
• Maintain oversight over inbound and outbound integrations, including third-party vendors and customer-specific feeds.

Customer-Specific Health Checks

• Run tailored system health checks based on customer configuration, integrations, and critical processes.
• Develop and refine monitoring rules aligned to customer priorities and business cycles.
• Document findings and surface insights to support operational stability.

Cross-Functional Collaboration and Escalation

• Collaborate with Emerald Experience Managers, Product support, Engineering, Integration teams, and Cloud operations.
• Initiate proactive escalations when risks are identified to support timely resolution.
• Participate in root cause analysis and post-incident reviews to help prevent recurrence.

Required Qualifications

• Proven ability to deliver results in dynamic environments with strong 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 and problem-solving skills, including root cause analysis.
• Knowledge of cloud operations, AI, data, and integrations is a plus.
• Excellent communication skills with flexibility for shift-based work and occasional weekend support.

Logistics

• Location: Sunrise, FL, United States (onsite)
• Compensation: USD 63,900 - 91,800 per year
• Experience: 2 years minimum
• Technologies: AI agents, RPA