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
- The
- Operational Performance Lead Analyst
- for Support Services is a high-impact analytical leadership role responsible for owning the performance truth for Support Services and ensuring that strategic initiatives and operational changes deliver measurable outcomes.
This role sits at the intersection of data, operations, and decision-making, partnering closely with the BEP Director, Principal Business Partner, and Analytics COE to translate performance signals into clear insights, early warnings, and fact-based decision support. This is an ideal role for high-potential analysts or operational leaders who want to move beyond reporting into enterprise influence, outcome ownership, and strategic problem-solving.
- Key Responsibilities
- + Own the performance truth for CX and Support Services, serving as the authoritative source of insight on operational health, outcomes, and risk across initiatives, programs, and ongoing execution.
+ Perform advanced statistical analysis and modeling on structured and unstructured datasets to identify trends, patterns, drivers, and root causes impacting operational performance, delivery outcomes, and customer experience. + Translate complex performance data into decision‑ready insights, moving beyond reporting to frame implications, trade‑offs, and recommendations for senior leaders. + Design, create, and evolve performance metrics, KPIs, and analytical frameworks, balancing leading and lagging indicators to reflect both operational execution and strategic priorities. + Develop and maintain dashboards, reports, and visualizations using data visualization tools and techniques that support clear data storytelling, interpretation, and understanding of trends of business importance. + Provide early warning signals and proactive guidance by detecting emerging risks, performance degradation, or opportunity areas before they materially impact outcomes. + Partner closely with senior stakeholders, including the BEP Director, Principal Business Partner, and Analytics COE, to align on performance questions, interpret results, and shape actions. + Collaborate with technology, development, and data management teams to understand data and analysis needs, define technical requirements, and ensure the right data is captured from internal and external sources. + Create, maintain, and refine analytical and statistical models to support both ongoing performance monitoring and ad hoc deep‑dive analysis tied to strategic initiatives and operational changes. + Measure and validate the impact of strategic initiatives and operational changes, ensuring intended outcomes are clearly defined, tracked, and realized over time—not just at launch. + Influence operational and strategic direction by connecting analytical insights to concrete actions, priorities, and investment decisions. + Drive continuous improvement by identifying systemic issues, scalability challenges, and best practices across Implementation Services and feeding insights back into planning, readiness, and capacity assumptions.
- Basic Qualifications
- Strong analytical foundation, with experience in performance analysis, operational analytics, business intelligence, or strategy within complex, cross-functional environments.
- Proven ability to move from data to insight to action, demonstrating ownership of outcomes rather than just deliverables or reports.
- Experience partnering with senior leaders, translating analytical findings into clear, concise, and credible recommendations.
- Operational mindset, with the ability to understand end-to-end processes, constraints, and trade-offs in managed services environments.
- Advanced data skills, including comfort working with large datasets, KPIs, dashboards, and analytical tools (e.g., SQL, BI platforms, Excel, or equivalent).
- Preferred Qualifications
- Strong business judgment and critical thinking, with the ability to prioritize what matters most and challenge assumptions using data.
- Excellent communication and storytelling skills, able to distill complex analysis into executive-level insights and narratives.
- High learning agility and curiosity, with a track record of quickly understanding new domains and driving clarity in ambiguous situations.
- Demonstrated leadership potential, whether through formal leadership roles or informal influence across teams and functions.
- Support Services business knowledge preferred
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. View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC\_KnowYourRights\_screen\_reader\_10\_20.pdf) UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) . 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 UKGCareers@ukg.com . The pay range for this position is $115,100 to $165,450. 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/benefitsIt is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.
