Make an Impact with RealPage
Looking for a role where your work directly influences business outcomes and customer success?
At RealPage, you'll join a global SaaS technology company that is transforming the real estate industry through innovative software, data, and AI-driven solutions. We empower our teams to think big, take ownership, and deliver meaningful results every day.
Whether you're solving complex challenges, collaborating with global stakeholders, or driving operational excellence, you'll have the opportunity to grow your career while making a real impact.
What You'll Do
This position owns operational execution across multiple functions, manages complex customer escalations, optimizes productivity through data-driven decision making, and partners with cross-functional organizations to improve customer experience.
In addition, the Operations Manager II champions AI-enabled operations by identifying automation opportunities, integrating AI solutions into operational workflows, and building organizational capability through AI adoption and innovation initiatives.
Responsibilities
PRIMARY RESPONSIBILITIES
Operational Leadership
Ensure operational goals consistently meet or exceed SLAs, KPIs, CSAT, quality, productivity, and financial targets.
Drive workforce planning, resource optimization, and operational efficiency across assigned business areas.
Manage departmental performance, staffing strategies, succession planning, and employee engagement.
Performance Management
Coach and develop Operations Assistant Managers and Team Leads.
Conduct talent reviews, performance calibration, succession planning, and leadership development.
Drive accountability through regular business reviews and operational scorecards.
Foster a high-performance culture focused on customer success and continuous improvement.
Business & Operational Excellence
Analyze operational trends using data to identify risks, bottlenecks, and improvement opportunities.
Lead cross-functional initiatives that improve operational effectiveness, customer experience, and service delivery.
Oversee operational readiness for new products, client implementations, and organizational changes.
Drive Lean, Kaizen, Six Sigma, and continuous improvement initiatives.
Customer & Stakeholder Management
Serve as the operational escalation point for high-impact customer issues.
Build strong partnerships with Product, Engineering, Workforce Management, Training, Customer Experience, Technical Coaching, and other operational teams.
Present operational performance, business insights, and improvement recommendations to senior leadership.
AI, Automation & Innovation
Drive adoption of AI-enabled support capabilities by:
Developing and implementing AI-driven operational solutions including copilots, intelligent automation, and workflow optimization.
Utilizing basic to intermediate coding/scripting (SQL, Python, automation tools) to improve operational efficiency.
Designing and implementing agentic AI workflows to:
Automate repetitive operational and support activities.
Enhance knowledge retrieval and decision support.
Improve manager and agent productivity.
Generate operational insights through AI-assisted analytics.
Partnering with Product, Engineering, Transformation, and IT teams to integrate AI capabilities into support operations.
Implement and reinforce AI governance standards and best practices established by organization.
Coach leaders on responsible AI usage, automation opportunities, and digital transformation initiatives.
Strategic Projects
Lead complex cross-functional and business-unit operational initiatives.
Manage multiple cross-functional projects with measurable business outcomes.
Identify recurring operational issues and recommend scalable solutions.
Support organizational transformation and change management initiatives.
Qualifications
QUALIFICATIONS
Required:
Education:
Bachelor's Degree required
Preferred:
Master's Degree
Business Administration
Information…