Operations Manager (SaaS/AI Chatbot) | US | Hybrid

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

Make an Impact with RealPage

Looking for a role where your work directly influences business outcomes and customer success?

At 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.

Whether 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.

What You’ll Do

This 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. 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.

Key responsibilities

• Ensure operational goals consistently 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

What We're Looking For

• Bachelor's Degree required

• 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

Work Schedule & Setup

• Must be willing to work onsite during the first 90 days of training, office is located in Ayala Center Cebu Tower, Cebu Business Park

• Hybrid setup begins on the 4th month, with two onsite days per week

• Supports US business operations - Fixed graveyard shift schedule with night differential pay

What We Offer

• Enjoy complimentary meals while you’re in the office

• Day 1 HMO coverage with up to two FREE dependents

• Retirement savings plan

• Leave conversion program

• Life insurance coverage

• Enjoy paid time off, company holidays

• Wellness reimbursement benefits of up to PHP 5,000 per year

• Tuition reimbursement of up to PHP 40,000 for approved education and professional development programs

• Access to learning, development, and upskilling opportunities designed to help you grow your career

• Collaborate with talented people and work on solutions that make a real-world impact