AI-Driven SaaS Operations Leader

REALPAGE (PHILIPPINES), INC.; Cebu City; Hybrid; PHP 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Complimentary meals

Day 1 HMO coverage with dependents

Retirement savings plan

Leave conversion program

Life insurance

Job summary

RealPage Philippines, Inc. is seeking an Operations Manager II to lead cross-functional teams, drive AI-enabled operations, and manage escalations to enhance customer experience.

You will ensure SLA/KPI attainment, coach leaders, and guide organizational changes in a fast-paced SaaS environment. The role emphasizes workforce planning, analytics, and automation initiatives, with onsite 90 days in Cebu and hybrid setup thereafter for US operations.

Qualifications

• 7+ years in Customer Support, SaaS Operations, Technical Support, or Business Operations.
• Minimum 5 years of people leadership experience.
• Experience managing multiple leaders.
• Experience working with AI Chatbot projects.
• Strong background in operational excellence and customer operations.
• Demonstrated experience leading organizational change.
• Advanced coaching and leadership development capabilities.
• Proficiency with Microsoft Office Suite, Salesforce, Smartsheet, Zendesk, Jira, and Power BI or equivalent reporting tools.
• SQL (Basic) and Python scripting (Basic to Intermediate)
• Ability to identify business processes suitable for AI automation and working knowledge of prompt engineering.

Responsibilities

• Ensure operational goals 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.
• 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.
• 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.
• Serve as the operational escalation point for high-impact customer issues.
• Drive adoption of AI-enabled support capabilities and develop AI-driven operational solutions.

Skills

People leadership

AI adoption

Cross-functional collab

Data-driven decisions

Education

Bachelor's Degree

Tools

Salesforce

Smartsheet

Zendesk

Jira

Power BI

Job description

RealPage Philippines, Inc. is seeking an Operations Manager II to lead cross-functional teams, drive AI-enabled operations, and manage escalations to enhance customer experience.

You will ensure SLA/KPI attainment, coach leaders, and guide organizational changes in a fast-paced SaaS environment. The role emphasizes workforce planning, analytics, and automation initiatives, with onsite 90 days in Cebu and hybrid setup thereafter for US operations.