Manager I, Tier I (Customer Product Support)

Role Overview: As the Manager I, Product Support, you will be responsible for leading and managing direct operational staff to achieve key operational goals and enhance processes. Your primary focus will be on overseeing the overall performance and culture of the Tier I Support team to deliver top-notch service to RealPage clients. It is crucial to handle customer interactions with professionalism and problem-solving skills while ensuring a positive and enthusiastic attitude at all times. Key Responsibilities: - Serve as the internal Support Project Leader and actively participate in cross-functional project work. - Hold team leads accountable for critical process metric delivery and provide coaching to front-line staff. - Manage and develop teams of individual contributors and supervisors within the operations functional area. - Work with experienced management to develop and execute business strategies. - Identify opportunities for process improvement and risk control development. - Develop and implement business unit strategies. - Provide expertise in technical, operational, and processing functions. - Interpret and develop policies and procedures for functions within scope of responsibility. - Collaborate with professionals at all levels and lead the team to achieve objectives. - Engage and influence stakeholders, internal partners, and peers. - Manage allocation of people and financial resources for Operations. - Cultivate a culture of talent development to align with business objectives and strategy. Qualifications Required: - Bachelor's degree in business, Management, or related field. - 12 to 14 years of experience managing international voice/Chat teams with at least 50+ customer support representatives or operational staff. - 6+ years of Operations Management experience. Additional Company Details: The company is seeking a highly motivated individual with a constant drive to improve company performance and results. The ideal candidate should possess strong leadership, communication, and interpersonal skills while demonstrating a data-driven and analytical orientation. You must be customer-focused, adaptable to a fast-paced environment, and ready to work in US shift timings.,