Lead, Customer Support Transformation

Overview

The Customer Support Transformation & Business Management (TBM) Lead is a highly strategic individual contributor role responsible for driving critical transformation initiatives and operational excellence across the global Support organization.

This role operates horizontally across Support, partnering with leaders and teams to solve complex, cross-functional challenges, scale operations, and drive enterprise-wide consistency. The TBM Lead acts as both a strategic thought partner and hands-on executor, helping shape and deliver initiatives that improve customer experience, agent effectiveness, and overall operational performance.

This individual will own key workstreams such as Support tooling (e.g., Salesforce) roadmap ownership, business process transformation, and select AI-enabled initiatives, while also supporting broader change management, communication, and readiness efforts across the organization.

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Responsibilities

Transformation & Strategic Initiatives

• Lead and execute cross-functional transformation initiatives impacting multiple Support teams
• Act as a strategic thought partner to leadership on scaling operations, driving efficiency, and improving customer outcomes
• Navigate ambiguity to identify problems, define solutions, and deliver measurable impact
• Own end-to-end execution of assigned initiatives—from problem definition through implementation

Support Tools & Roadmap Ownership

• Own and execute the Support tools roadmap, with a strong focus on Salesforce and related systems
• Partner with IT, Engineering, and Support stakeholders to prioritize enhancements and drive adoption
• Lead business process improvements tied to tools and workflows
• Support UAT, rollout planning, and post-launch optimization in collaboration with Change & Readiness teams

Business Process & Change Management

• Lead and support large-scale change initiatives affecting multiple teams across Support
• Drive consistency, scalability, and operational rigor across processes
• Contribute to change management strategies, communications, and readiness plans

Metrics, Insights & Execution

• Partner with Metrics & Insights teams to evolve KPIs, reporting, and performance tracking
• Use data-driven insights (qualitative and quantitative) to inform decision-making and continuous improvement
• Identify risks proactively and develop mitigation plans

AI & Emerging Initiatives (Supporting Role)

• Contribute to AI-enabled initiatives and transformation workstreams across Support
• Leverage AI tools to enhance problem-solving, execution, and efficiency (not a purely technical or AI development role)

Cross-Functional Collaboration

• Partner across Support, IT, Product, Engineering, Customer Success, and other functions as needed
• Build strong relationships to drive alignment and execution across a complex organization
• Influence stakeholders at all levels, including leadership and frontline teams

Customer Experience and Engagement

• Engage with customers through pilots, focus groups, or targeted initiatives to inform transformation efforts
• Support internal communications that drive alignment and enablement across Support teams
• Participate in customer-facing forums (e.g., user groups, events) as needed

Qualifications

Required

• Bachelor’s degree in Business, Information Management, or related field (or equivalent experience)
• 5+ years of experience in operations, transformation, support, or related roles in a SaaS or technology environment
• Experience working with cross-functional stakeholders on complex initiatives
• Experience with CRM tools (e.g., Salesforce) and business process improvement

Preferred

• Experience within customer support or customer-facing operations
• Exposure to AI-enabled tools or transformation initiatives
• Familiarity with customer experience or service delivery models

WORK ENVIRONMENT

• Fast-paced, high-visibility environment with evolving priorities
• Hybrid work model preferred (location flexibility may be considered)
• Occasional extended hours may be required during critical initiatives

KNOWLEDGE, SKILLS, & ABILITIES

Technical & Functional Skills

• Strong strategic thinking combined with operational execution
• Experience with support tools (e.g., Salesforce) and process optimization
• Ability to leverage data to drive decisions and outcomes
• Familiarity with AI tools as productivity enablers (not core requirement)

Core Competencies

• Ability to operate independently with a high level of autonomy after ramp
• Exceptional problem-solving and critical thinking skills
• Strong stakeholder management and influence across all levels
• Excellent communication and storytelling skills (written and verbal)
• Ability to manage multiple initiatives concurrently in a dynamic environment
• High level of adaptability, intellectual curiosity, and comfort with ambiguity

Salary and Benefits:

RealPage provides a competitive salary package along with a comprehensive benefit plan that includes:

Health, dental, and vision insurance.

Retirement savings plan with company match.

Paid time off and holidays.

Professional development opportunities.

Performance-based bonus based on position.

Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance.

Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.

Pay Range