Team Leader III

Overview

Team Leader III is accountable for the end-to-end execution of RealPage solution cancellations and reactivations, ensuring accuracy, timeliness, and compliance with SLAs while safeguarding billing and client operations. This role drives operational control and continuous improvement by monitoring performance metrics, analyzing solution and billing impacts, and leading informed decision-making to prevent revenue leakage or client disruption. Additionally, the leader manages team performance and administration, providing coaching, handling escalations, and aligning cross-functionally to ensure consistent productivity, quality, and service outcomes.

Responsibilities

• Own and govern the end-to-end cancellation and reactivation lifecycle for RealPage products and services, ensuring requests are processed accurately, timely, and in compliance with SLAs, billing rules, and contractual requirements.
• Oversee solution deactivation accuracy, including validation of product mix and dependencies, and ensure cancellations and reactivations are executed correctly at both product and site levels.
• Serve as the subject matter expert and primary point of contact for all product groups related to cancellations and reactivations, providing guidance to the team and stakeholders on complex and high-risk scenarios.
• Manage intake channels and communications, including shared inboxes, Salesforce queues, and internal inquiries, to ensure timely responses, prioritization, and resolution of cancellation-related requests.
• Ensure execution discipline within Salesforce, driving productivity targets, quality standards, and appropriate handle-time management while monitoring individual and team-level performance trends.
• Lead cross-functional collaboration with Implementations, Customer Success, Billing, and Product teams to perform PMC- and site-level audits, validate active/inactive product status, and resolve discrepancies.
• Own backlog management and prioritization, regularly grooming work queues, driving aging reduction, coordinating dependencies, and aligning priorities with internal partners and stakeholders.
• Oversee reporting and performance insights, ensuring timely preparation and delivery of cancellation and reactivation reports, trend analysis, and executive-ready updates as requested.
• Drive continuous improvement initiatives, identifying process gaps, automation opportunities, and efficiency gains within and beyond the Cancellations function to reduce risk and cycle time.
• Lead training, onboarding, and knowledge development for new hires and existing team members, ensuring product readiness, process consistency, and sustained operational excellence.
• Perform additional leadership responsibilities as required, in alignment with evolving business and operational needs.

Qualifications

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Bachelor’s degree in a related field is preferred, or equivalent work experience is required.
• Preferably Team Leader with 2 years (or more) experience specializing in customer service operations team management or equivalent. Experience in Property Management, Payments and Insurance industry is strongly preferred.
• Strong verbal and written communication skills to effectively lead teams and engage cross‑functional stakeholders.
• High attention to detail with proven organizational and prioritization capabilities in a fast‑paced environment.
• Strong planning, time management, and execution skills to meet aggressive deadlines and operational targets.
• Demonstrated leadership maturity with the ability to lead calmly under pressure, take initiative, and drive decisions.
• Analytical and problem‑solving skills to assess risks, troubleshoot issues, and determine appropriate escalation paths.
• Ability to work collaboratively while also operating independently with strong follow‑through on commitments.
• Willingness to work night shift, support after‑hours needs as required, and comply with on‑site and hybrid work arrangements.
• Ability to work discretely with confidential information.

Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.