BE Innovative. BE RealPage.:[
RealPage Outperforms! We are a leading global provider of software and data analytics to the real estate industry. Clients use our platform to improve operating performance and increase capital returns.
We are a run fast, have fun and reap rewards type of environment. RealPage offers an engaging work culture that fosters personal and career growth for our employees. We continually reinvent and evolve to meet the needs of the customers we serve through technology and vision. You can feel it in the work we do and the clients that benefit. Our unique company philosophy fosters innovation, excellence and collaboration.
]Overview:[
The Vice President – Global Support leads an organization that is critical to RealPage’s focus on the customer journey. A fast-paced, metrics driven environment requires a strong leader who can set the vision, manage a talented group of Directors/Managers, and motivate a global team that strives to keep RealPage Support at world class levels—all while staying laser-focused on the needs of RealPage’s customers. The role includes working with the RealPage Executive Team to achieve long-term objectives, collaborating with business unit leaders to ensure world-class levels of support are being provided, and leading an internal team to ensure flawless execution. The VP – Global Support has expense management responsibilities and must successfully develop and deliver to annual budget targets. This is not a maintain the status quo position, rather, a leader is needed who will focus on getting Product Support to the next level while ensuring the day-to-day needs of our customers (both internal and external) are met. This position interacts with clients, provides direction for the growth of the organization, and influences business development, marketing, product development, and deployment. The VP – Global Support must be able to manage and develop multiple office including international locations.
]Responsibilities:
PRIMARY RESPONSIBILITIES
Responsibilities include but are not limited to the following:
- Develop strategies and business models to achieve world class levels of performance for KPIs (Customer Satisfaction, Abandon Rate, ASA, Quality, etc) while driving agent productivity
- Set goals and initiatives for the leadership team and manage their performance and behavior. Willingness to delegate and focus on developing the leadership team in order to help them grow professionally and foster a ‘we’ environment
- Open communication style and desire to be a visible leader
- Passion for continuous improvement with an unrelenting desire to be best-in-class
- Build and sustain trusting client relationships at the appropriate level while professionally representing RealPage
- Build a support structure that encourages careers within the support organization
- Sustain a support culture where employees are empowered to drive change within the organization
- Maintain and improve employee engagement scores by building on a culture where employees love coming to work and taking care of our customers
- Understand multiple support channels, service levels of each support channel and reporting on service levels
- Evaluate alternatives, perform appropriate cost/benefit analysis, and recommend solutions that minimize costs commensurate with acceptable risks
- Manage day to day operations of Product Support teams across multiple locations, including international offices
- Manage cost center to budget. Assist in the budget preparation and report on monthly variances
- Maintain liaison with all business units to keep abreast of policy and procedure changes
- Represent the department on task forces and cross-functional teams
- Oversee selection of staff and conduct formal and informal performance reviews
- Complete and deliver goals & objectives and performance reviews to direct reports
- Assist, guide, and train members of the management team in their assigned functions
- Ensure timely completion of reporting and audits necessary for RealPage compliance with SAS70
- Assist or manage special projects as assigned by senior leadership
Qualifications:
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- A minimum of 10 years of expense and operational management with an emphasis on contact center experience, preferably technical support and multi-channel
- Experience managing 500+ employees across multiple locations, including captive international locations, and a multi-million dollar budget
- Four year bachelor’s degree – MBA Preferred
- Experience with evaluation of off-shore product support center operations
- Strong knowledge of product support technologies and tools to drive efficiencies and best practices
- Proven ability to manage operational metrics to ensure Customer Satisfaction, achieve appropriate staffing levels, and operate within budget guidelines
- Experience building and maintaining world-class operational support functions such as WFM, Quality, Training, and Knowledge Management
- Strong leadership, human resources, and project management skills, including the ability to effectively manage multiple projects simultaneously; must possess strong attention to detail
- Excellent written and verbal communication skills and the demonstrated ability to effectively communicate with all organization levels, both internally and externally
- Able to drive performance through clear objectives
- Proven ability to develop and maintain successful staffing and scheduling models
- Able to identify key department initiatives and create successful programs to incent desired behaviors
- Strong analytical and problem solving skills
- Must demonstrate good work ethics and integrity
- Proficient knowledge of Microsoft Office Suite
- Flexible to work extended hours and travel as needed, including internationally
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