Job Posting Title Senior Operations Manager

RealPage, Inc.; Manila, Hinoba-an; Hybrid; PHP 900,000 - 1,400,000; Full time

Benefits offered by this job

Hybrid work setup

Overtime eligibility

Job summary

RealPage, Inc. is seeking a Senior Operations Manager in Manila to lead multiple operational teams, drive strategic initiatives, and ensure outstanding service delivery.

The role requires shaping business unit strategies with senior leadership and serving as a cross-functional partner in key decisions. You will own delivery of KPIs, oversee recruitment and coaching to build a robust talent pool, manage client relationships, and collaborate with TC/WFM/CX teams to optimize processes.

Qualifications

• Minimum 5 years of operations leadership experience, preferably in a contact center or CX environment.
• Strong analytical, communication, and decision-making skills.
• Experience managing large teams and delivering improvements.

Responsibilities

• Lead and inspire Operations Managers and teams to achieve operational excellence.
• Develop and implement business unit strategies with senior leadership.
• Own delivery of operational KPIs, including service levels and customer experience.
• Maintain proactive client and stakeholder engagement and resolve escalations.
• Coach and mentor team members; collaborate with recruitment to build talent pools.

Skills

Leadership

Strategy

Operational leadership

Analytics

Communication

Decision making

Coaching

Team collaboration

Customer experience focus

SQL/log analysis

Salesforce

Zendesk

Education

Bachelor’s degree in Business Administration or Operations Management

Tools

RealPage OneSite/OnSite

Salesforce

Zendesk

Job description

Overview

The Senior Operations Manager is responsible for leading and managing operational teams to achieve strategic goals, drive process improvements, and ensure exceptional service delivery. This role oversees multiple teams across sites, manages client relationships, and ensures alignment with organizational policies and performance metrics.

Responsibilities

PRIMARY RESPONSIBILITIES

Leadership & Strategy

• Lead and inspire Operations Managers and their teams to achieve operational excellence and high employee engagement
• Develop and implement business unit strategies in collaboration with senior leadership
• Serve as a strategic partner in cross-functional initiatives and decision-making processes

Performance & Process Management

• Own delivery of operational KPIs, including service levels, quality, compliance, and customer experience
• Monitor and enhance operational systems and reporting mechanisms to evaluate effectiveness
• Identify and implement process improvements and risk control measures

Client & Stakeholder Engagement

• Maintain proactive engagement with internal and external partners to align expectations and resolve escalations
• Represent operations in client meetings and strategic planning sessions

Talent Development

• Manage succession planning and optimize team capabilities through coaching and mentoring
• Partner with recruitment teams to attract top talent and build a robust operational talent pool

Qualifications

QUALIFICATIONS

Education & Experience:

• Bachelor’s degree in Business Administration, Operations Management, or related field.
• Minimum 5 years of experience in operations leadership, preferably in a contact center or customer experience environment
• Proven track record in managing large teams and delivering operational improvements.
• Strong analytical, communication, and decision-making skills.

KNOWLEDGE/SKILLS/ABILITIES

Technical Skills:

• Proficiency in RealPage core products (OneSite, OnSite and others) or ability to rapidly learn
• Basic troubleshooting skills (SQL/log analysis is a plus)
• Navigational fluency in ticketing systems (e.g., Salesforce, Zendesk)

Coaching Skills:

• Ability to implement structured coaching frameworks
• Skill in translating metrics into actionable improvement plans
• Micro-training delivery for quick skill boosts

Soft Skills:

• High emotional intelligence for sensitive performance conversations
• Collaborative mindset to partner with TC/WFM/CX teams
• Adaptive communication (new hires vs. tenured agents)

Work Environment

• Fast-paced, customer-focused support environment.
• Hybrid work setup
• Occasional overtime or on-call support during critical periods.
• Combination ofindependent coachingandcollaboration with TC/WFM/CX teams
• Regularfeedback loopswith leadership on agent progress