{"id":499190,"url":"https://alion.io/job/realpage-operations-manager-ii-customer-support","title":"Operations Manager II, Customer Support","company":{"id":20073,"name":"RealPage","domain":"realpage.com","url":"https://alion.io/company/realpage","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Management","role_family":"Management","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cebu City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"ChatGPT","optional":false},{"name":"Copilot","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Office","optional":false},{"name":"PHP","optional":false},{"name":"Power BI","optional":false},{"name":"Prompt Engineering","optional":false},{"name":"Python","optional":false},{"name":"Smartsheet","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-07T09:01:53Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-31T14:57:36Z","board_verified":true,"closed_at":null,"days_open":54,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":53},"description":"Overview\nMake an Impact with RealPage\nLooking for a role where your work directly influences business outcomes and customer success?\nAt 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.\nWhether 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.\nWhat You'll Do\nThis 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.\nIn 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.\nResponsibilities\nPRIMARY RESPONSIBILITIES\nOperational Leadership\nEnsure operational goals consistently meet or exceed SLAs, KPIs, CSAT, quality, productivity, and financial targets. \nDrive workforce planning, resource optimization, and operational efficiency across assigned business areas. \nManage departmental performance, staffing strategies, succession planning, and employee engagement. \nPerformance Management\nCoach and develop Operations Assistant Managers and Team Leads. \nConduct talent reviews, performance calibration, succession planning, and leadership development. \nDrive accountability through regular business reviews and operational scorecards. \nFoster a high-performance culture focused on customer success and continuous improvement. \nBusiness & Operational Excellence\nAnalyze operational trends using data to identify risks, bottlenecks, and improvement opportunities. \nLead cross-functional initiatives that improve operational effectiveness, customer experience, and service delivery. \nOversee operational readiness for new products, client implementations, and organizational changes. \nDrive Lean, Kaizen, Six Sigma, and continuous improvement initiatives. \nCustomer & Stakeholder Management\nServe as the operational escalation point for high-impact customer issues. \nBuild strong partnerships with Product, Engineering, Workforce Management, Training, Customer Experience, Technical Coaching, and other operational teams. \nPresent operational performance, business insights, and improvement recommendations to senior leadership. \nAI, Automation & Innovation\nDrive adoption of AI-enabled support capabilities by:\nDeveloping and implementing AI-driven operational solutions including copilots, intelligent automation, and workflow optimization. \nUtilizing basic to intermediate coding/scripting (SQL, Python, automation tools) to improve operational efficiency. \nDesigning and implementing agentic AI workflows to: \nAutomate repetitive operational and support activities. \nEnhance knowledge retrieval and decision support. \nImprove manager and agent productivity. \nGenerate operational insights through AI-assisted analytics. \nPartnering with Product, Engineering, Transformation, and IT teams to integrate AI capabilities into support operations. \nImplement and reinforce AI governance standards and best practices established by organization. \nCoach leaders on responsible AI usage, automation opportunities, and digital transformation initiatives. \nStrategic Projects\nLead complex cross-functional and business-unit operational initiatives.\nManage multiple cross-functional projects with measurable business outcomes. \nIdentify recurring operational issues and recommend scalable solutions. \nSupport organizational transformation and change management initiatives. \nQualifications\nQUALIFICATIONS\nRequired:\nEducation:\nBachelor's Degree required\nPreferred:\nMaster's Degree \nBusiness Administration \nInformation Technology \nOperations Management \nIndustrial Engineering \nLean Six Sigma certification preferred\nExternal Candidates\n7+ years in Customer Support, SaaS Operations, Technical Support, or Business Operations \nMinimum 5 years of people leadership experience \nExperience managing multiple leaders \nStrong background in operational excellence and customer operations \nDemonstrated experience leading organizational change \nWork Schedule & Setup\nMust be willing to work onsite during the first 90 days of training\nHybrid setup begins on the 4th month, with two onsite days per week\nSupports US business operations - Fixed graveyard shift schedule with night differential pay\nKNOWLEDGE/SKILLS/ABILITIES\nRequired:\nLeadership\nAdvanced coaching and leadership development \nOrganizational planning and talent management \nStrategic decision making \nPerformance management \nExecutive communication \nChange leadership \nBusiness Management\nBudget and resource planning \nWorkforce optimization \nOperational analytics \nRisk assessment \nContinuous improvement methodologies \nProgram and project management \nTechnical Skills\nAdvanced Microsoft Office Suite \nSalesforce \nSmartsheet \nZendesk \nJira \nPower BI or equivalent reporting tools \nSQL (Intermediate) \nPython scripting (Basic to Intermediate) \nAI productivity platforms (e.g., Microsoft Copilot, ChatGPT Enterprise, AI workflow tools) \nKnowledge of automation platforms and low-code/no-code technologies \nData analysis and operational reporting \nAI & Digital Capabilities\nAbility to identify business processes suitable for AI automation \nWorking knowledge of prompt engineering and AI-assisted workflow design \nUnderstanding of AI governance, responsible AI usage, and data privacy \nExperience evaluating AI solutions for operational efficiency \nAbility to lead AI adoption and change management initiatives \nSoft Skills\nExecutive presence \nStrong analytical thinking \nCustomer-centric mindset \nHigh emotional intelligence \nInfluencing without authority \nCross-functional collaboration \nExcellent presentation and communication skills \nStrategic problem solving\nWhat We Offer\nEnjoy complimentary meals while you’re in the office\nDay 1 HMO coverage with up to two FREE dependents\nRetirement savings plan\nLeave conversion program\nLife insurance coverage\nEnjoy paid time off, company holidays\nWellness reimbursement benefits of up to PHP 5,000 per year\nTuition reimbursement of up to PHP 40,000 for approved education and professional development programs\nAccess to learning, development, and upskilling opportunities designed to help you grow your career\nCollaborate with talented people and work on solutions that make a real-world impact\nPhysical Demands and Working Conditions\nWhile performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 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