Technology Business Manager, Workforce Management

The Technology Business Manager, Workforce Management is responsible for managing day-to-day delivery, support, system upgrades, enhancements, and adoption of Workforce Management platforms, including UKG and Zebra, across North America, EMEA APAC and business functions. This role partners closely with global WFM leadership, HR, Retail Operations, Payroll, IT teams, and external vendors to ensure stable system operations, effective issue resolution, successful project delivery, and continuous improvement of WFM capabilities. Responsibilities: Manage Workforce Management platform operations, support, enhancements, and project delivery for assigned regions or business areas, in alignment with the global WFM technology roadmap Support the global Workforce Management system upgrade initiative across North America, EMEA, and APAC, including migration from legacy end-of-life platforms to modern SaaS-based WFM solutions; assist with regional readiness, requirements validation, data and integration coordination, testing, deployment planning, change adoption, and post-go-live hypercare. Coordinate incident, problem, change, and release management activities to maintain system stability, service quality, and business continuity Partner with HR, Retail Operations, Payroll, and IT stakeholders to gather requirements, assess impacts, prioritize needs, and deliver practical WFM technology solutions Support system configuration, testing, defect resolution, deployment readiness, and post-go-live stabilization for Workforce Management initiatives Maintain process documentation, support procedures, configuration standards, and knowledge materials to ensure consistent and sustainable operations Work with technical teams and vendors on integrations, batch jobs, interfaces, environments, upgrades, and system performance monitoring Manage vendor and system integrator activities for assigned workstreams, ensuring timely delivery, quality outcomes, and effective issue escalation Track service metrics, project progress, risks, issues, and dependencies; provide clear status updates and recommendations to WFM leadership and stakeholders Ensure Workforce Management solutions and operational processes comply with IT governance, security, audit, SOX, data privacy, and regional regulatory requirements Support user enablement, training coordination, communication, and change adoption activities to improve system usage and reduce support demand Identify operational improvement opportunities and recommend enhancements that improve efficiency, accuracy, compliance, and business value Stakeholders: • Global WFM Technology Lead and IT Leadership • Global WFM Business • HR / People & Development • Retail Operations (Global & Regional) • Payroll • External Vendors Requirements: 7+ years of experience in IT, HR technology, retail systems, or enterprise application support and delivery 5+ years of hands-on experience supporting, configuring, or delivering Workforce Management solutions such as UKG, Zebra, or comparable WFM platforms is preferred Experience managing regional or multi-country application support, enhancement delivery, or system implementation workstreams Strong background in integration with enterprise systems (HRIS, payroll, POS) Experience working with regional and global stakeholders in a matrixed environment, with the ability to manage priorities, dependencies, and escalations effectively Solid understanding of IT service management, change and release management, testing practices, integrations, and production support processes Degree in IT, Computer Science, HR Systems, or related discipline Key Competencies/ Attributes: Strong operational ownership with the ability to translate business needs into practical technology solutions Clear communication and stakeholder management skills, with the ability to explain technical topics to business users Ability to coordinate cross-functional teams, vendors, and offshore resources to deliver agreed outcomes Deep analytical and problem-solving skills Strong ownership mindset and accountability