FJ Management Leverages UKG’s AI-Powered Platform to Streamline HR Operations, Enhance Employee Support, and Drive Workforce Efficiency at Scale
UKG has announced a significant customer success milestone, highlighting how FJ Management has transformed its HR service delivery model using UKG’s AI-powered workforce platform. The initiative demonstrates how large, diversified organizations with complex, frontline-heavy workforces can modernize HR operations to deliver faster, more consistent, and always-on employee support.
FJ Management is a privately held, family-owned holding company with a workforce of more than 17,000 employees operating across 28 U.S. states. Its portfolio spans a wide range of industries, including convenience retail, banking, energy, hospitality, and wellness services. Among its well-known businesses is Maverik, alongside a multi-state bank, an oil refinery with unionized labor, hotels, and medical spa operations. Each of these business units operates under distinct workforce models, characterized by varying staffing requirements, employee demographics, regulatory considerations, and operational demands.
This diversity presents a unique challenge for HR leadership. Supporting employees across such a broad spectrum of industries requires systems that can adapt to different schedules, compliance frameworks, and employee expectations. The complexity is further amplified by the prevalence of frontline roles, many of which operate on a 24/7 basis and experience higher turnover rates compared to traditional office environments. Ensuring consistent, timely, and accurate HR support in this context is both critical and difficult to achieve with conventional tools and processes.
To address these challenges, FJ Management implemented the full UKG Pro suite, leveraging its integrated capabilities across workforce management, recruiting, onboarding, payroll, and employee engagement. This unified platform enables the organization to streamline HR processes while providing a consistent experience for employees, regardless of their role or location.
A key component of this transformation is the adoption of UKG People Assist, an AI-driven solution designed to automate and enhance employee support. Prior to its implementation, many HR processes—particularly those related to answering routine employee inquiries—were handled manually. This approach was not only time-consuming but also prone to inconsistencies, especially given the diversity of FJ Management’s workforce.
With UKG People Assist, the company has been able to centralize and automate responses to common HR questions, ranging from workplace policies and benefits to scheduling and payroll inquiries. The impact has been substantial. FJ Management has successfully managed nearly 78,000 employee requests through the platform, with most inquiries receiving responses in under an hour. This level of responsiveness represents a significant improvement over traditional HR service models, particularly for frontline employees who often require immediate access to information.
Amanda Poitra, Chief Human Resources Officer at FJ Management, described the solution as a breakthrough in how the organization delivers employee support. She emphasized that achieving consistency and responsiveness across vastly different work environments is a core priority for the company. By leveraging AI and automation, FJ Management has been able to meet this objective while accommodating the unique needs of its various business units.
The benefits of this transformation extend beyond improved response times. By reducing the volume of routine inquiries handled by HR teams, the organization has been able to reallocate resources toward more strategic initiatives. Instead of spending significant time on administrative tasks, HR professionals can now focus on activities that directly impact business performance, such as culture development, leadership training, employee engagement, and talent acquisition.
This shift represents a broader trend in HR transformation, where technology is used not only to improve efficiency but also to elevate the role of HR within the organization. By automating repetitive tasks, companies can enable HR teams to act as strategic partners, contributing to organizational growth and innovation.
FJ Management’s approach is further supported by its shared services HR model, which centralizes key functions such as payroll, benefits administration, compliance, and HR information systems (HRIS). This model is particularly well-suited to organizations with diverse operations, as it allows for standardization of processes while still accommodating the specific needs of individual business units.
The integration of UKG’s platform enhances this model by providing a single source of truth for workforce data. Through the UKG Workforce Operating Platform, FJ Management gains access to advanced analytics and insights that support data-driven decision-making. These capabilities enable leaders across the organization to quickly access critical information related to staffing levels, hiring timelines, turnover rates, and overall workforce performance.
According to Poitra, these insights are shared with key stakeholders, including controllers, business unit presidents, and HR leaders, enabling more informed decisions at every level of the organization. The ability to generate real-time business intelligence not only improves operational efficiency but also helps align workforce strategies with broader business objectives.
For example, by analyzing trends in time-to-hire and turnover, the company can identify areas where additional resources or process improvements are needed. Similarly, insights into staffing patterns can help optimize scheduling and ensure that the right number of employees are available to meet customer demand. This level of visibility is particularly valuable in frontline-heavy environments, where operational efficiency directly impacts customer experience and revenue.
The long-standing partnership between FJ Management and UKG has played a crucial role in enabling this transformation. Having been a UKG customer for more than a decade, the company has witnessed the evolution of the platform from a set of tactical HR tools to a comprehensive workforce operating system. This progression reflects broader changes in the HR technology landscape, where integrated platforms are replacing fragmented solutions to provide a more cohesive and efficient user experience.
Poitra highlighted the importance of trust and collaboration in this partnership, noting that UKG has consistently delivered on its product roadmap, particularly in the area of AI innovation. This reliability has allowed FJ Management to confidently invest in the platform and leverage its capabilities to drive continuous improvement.
From UKG’s perspective, the success of FJ Management illustrates the value of its platform in enabling organizations to create more connected and empowered workforces. Bob DelPonte, Executive Vice President and Chief Customer Experience Officer at UKG, emphasized that the platform is built on the principle that employees should have real-time access to the information they need to perform their jobs effectively.
By delivering timely and relevant insights directly to employees, UKG helps organizations foster a sense of confidence and engagement across their workforce. This is particularly important in environments where employees may not have regular access to traditional HR channels, such as deskless or frontline roles. Providing these employees with easy access to information not only improves their experience but also enhances their ability to make informed decisions in their day-to-day work.
The concept of “always-on” HR service is becoming increasingly important as organizations adapt to the demands of modern work environments. Employees expect immediate access to information and support, regardless of their location or working hours. For companies like FJ Management, which operate around the clock across multiple industries, meeting these expectations is essential for maintaining productivity and employee satisfaction.
By leveraging AI-driven solutions, FJ Management has been able to deliver on this expectation, creating a more responsive and efficient HR service model. This approach not only improves the employee experience but also strengthens the organization’s ability to attract and retain talent in competitive labor markets.
Looking ahead, the continued evolution of AI and analytics is likely to further enhance the capabilities of workforce management platforms. As these technologies become more sophisticated, organizations will be able to gain deeper insights into employee behavior, predict workforce trends, and proactively address potential challenges.
For FJ Management, the adoption of UKG’s platform represents a significant step toward building a more agile and data-driven HR function. By integrating technology into every aspect of workforce management, the company is better equipped to navigate the complexities of its diverse operations and support its employees effectively.
Ultimately, this transformation underscores a broader shift in how organizations approach HR. Rather than viewing it as a purely administrative function, companies are increasingly recognizing its strategic importance in driving business success. By investing in advanced technology and embracing innovative approaches, organizations like FJ Management are redefining what it means to deliver exceptional HR service in the modern era.
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