Senior Ops Lead, AI-Enabled Customer Support

REALPAGE (PHILIPPINES), INC.; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

REALPAGE (PHILIPPINES), INC. is seeking an Operations Manager II to drive end-to-end operational leadership across multiple functions, optimize productivity with data-driven decisions, and champion AI-enabled processes.

The role focuses on managing high-impact escalations, coordinating cross-functional teams, and guiding continuous improvement initiatives in a fast-paced SaaS environment.

Qualifications

• Bachelor's degree required.
• 5+ years of people leadership experience.
• Experience leading multiple operational teams.
• Strong background in operational excellence and customer operations.
• Experience managing AI, automation, or digital transformation initiatives preferred.

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.
• Lead cross-functional initiatives that improve operational effectiveness and customer experience.
• Oversee operational readiness for new products, client implementations, and organizational changes.
• Drive Lean, Kaizen, Six Sigma, and continuous improvement initiatives.
• Serve as the operational escalation point for high-impact customer issues.

Skills

Leadership

Strategic planning

Operational analytics

Stakeholder management

Change management

Coaching

AI adoption

Cross-functional collaboration

Data-driven decision making

Performance management

Education

Bachelor's Degree

Master's Degree

Lean Six Sigma certification

Tools

Salesforce

Smartsheet

Zendesk

Jira

Power BI

SQL

Python

AI productivity platforms

Job description

REALPAGE (PHILIPPINES), INC. is seeking an Operations Manager II to drive end-to-end operational leadership across multiple functions, optimize productivity with data-driven decisions, and champion AI-enabled processes.

The role focuses on managing high-impact escalations, coordinating cross-functional teams, and guiding continuous improvement initiatives in a fast-paced SaaS environment.