Mgr I, Tier I - Prod Sup

Role Overview: As the Manager I, Product Support, you will be accountable for leading and managing direct operational staff to achieve key operational goals and enhance processes. Your role involves overseeing the performance and culture of the Tier I Support team to deliver exceptional service to RealPage clients. You will handle operational matters, drive performance improvements, and ensure a professional and enthusiastic approach when dealing with upset customers and office personnel. Key Responsibilities: - Serve as the internal Support Project Leader and engage in cross-functional project work and decision management. - Hold team leads accountable for critical process metric delivery and provide active coaching to front-line staff. - Manage and develop teams of individual contributors and supervisors in the operations functional area. - Collaborate with experienced management to develop and execute business strategies. - Identify opportunities for process improvement and risk control development within the operations functional area. - Develop and implement business unit strategies. - Provide expertise in technical, operational, and processing functions related to the business unit. - Interpret and establish policies and procedures for functions within the scope of responsibility. - Lead the team to achieve objectives and engage 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 a 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. Knowledge/Skills/Abilities Required: - Customer Service experience with notable accomplishments in a customer support environment. - Strong knowledge of technology in a multi-channel customer support operation. - Proven track record in Operations role, demonstrating process improvements, cost savings, and meeting operational targets. - High motivation to meet department and corporate objectives. - Drive to enhance company performance and results. - Ability to thrive in a fast-paced environment and contribute to a positive culture. - Data-driven and analytical orientation. - Customer-focused with strong interpersonal skills and customer service techniques. - Demonstrated experience in driving results and managing teams effectively. - Excellent leadership, communication, and interpersonal skills. - Ability to collaborate in a matrix environment and work with technical support. - Willingness to work in a US shift.,