Jessica Kaiser
Indianapolis,IN
Summary
Results-oriented Operations Leader with 8 years of experience driving cross-functional teams in technology-enabled HR and healthcare settings. Manages teams of up to 20 in implementation, product support, and contact center operations, utilizing data analysis to enhance staffing, workflows, and client experiences. CAPM-certified MBA candidate in Healthcare Management committed to improving healthcare operations through effective project execution and performance management.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Manager, Product Support & Implementation
UKG
Indianapolis, IN
01.2025 - Current
- Managed end-to-end delivery of 800 implementation projects, ensuring timely execution and stakeholder satisfaction.
- Led cross-functional team of 20 professionals across implementation, product support, and call center operations.
- Directed delivery of 1400+ open enrollment projects by coordinating timelines, stakeholders, and key deliverables for accurate, timely execution.
- Executed improvement initiative to enhance client training during implementation, streamlining workflows and aligning content for better readiness and adoption.
- Developed KPI dashboards integrating data from multiple sources, enhancing visibility into project status and team performance.
- Leveraged KPI reporting to identify trends, assess team capacity, and optimize resource allocation and workload planning.
Associate Manager, Product Support
UKG
Indianapolis, Indiana
01.2024 - 12.2024
- Managed financial operations for COBRA administration, executing account reconciliations, payment analysis, member refunds, and client remittances to ensure accuracy and resolve discrepancies in a timely manner.
- Directed annual resource and compensation planning within defined budget constraints, strategically allocating limited resources based on performance, business priorities, and organizational needs.
- Maintained 95% client satisfaction year over year through targeted coaching, workforce development, and continuous service improvement.
- Completed end-to-end improvement initiative to strengthen client training during implementation, aligning workflows, content, and feedback practices to enhance readiness, consistency, and adoption.
Team Lead, Product Support
UKG
Indianapolis, Indiana
01.2023 - 12.2024
- Led training and onboarding programs that enhanced employee effectiveness and readiness for complex client needs.
- Developed standard operating procedures and workflow resources to ensure consistency and knowledge transfer across the team.
- Reclassified 90% of Product-bound tickets as support-resolvable—streamlining routing and resolution processes.
Product Support Specialist & SME
UKG
Indianapolis, Indiana
01.2021 - 12.2023
- Managed enterprise open enrollment programs for approximately 4,500 clients, coordinating timelines, stakeholders, risks, resources, and on-time delivery.
- Coordinated benefits administration operations by managing client communication, ensuring financial reconciliation, resolving issues, and collaborating across functions.
- Resolved escalated client issues through detailed research, data validation, and effective coordination with Finance, Product, Sales, and Operations.
- Facilitated system and process enhancements by conducting workflow analysis, gathering requirements, testing solutions, and planning implementations.
Education
MBA - MBA, Healthcare Management
Middle Tennessee State University
Murfreesboro, TN12-2026
Skills
- Project management
- KPI reporting
- Data analysis
- Process improvement
- Stakeholder coordination
- Client onboarding
- Healthcare operations
Certification
- Certified Associate in Project Management (CAPM) | Project Management Institute | September 2023
Technical Skills
- Excel
- Tableau
- Salesforce
- Certinia
- ProjectLibre
- SharePoint
- Microsoft Planner
- PowerPoint
- Microsoft Word
Timeline
Manager, Product Support & Implementation
UKG
01.2025 - Current
Associate Manager, Product Support
UKG
01.2024 - 12.2024
Team Lead, Product Support
UKG
01.2023 - 12.2024
Product Support Specialist & SME
UKG
01.2021 - 12.2023
MBA - MBA, Healthcare Management
Middle Tennessee State University