Manager - Investment Management Support at Realpage, Inc. in Richardson, TX | USD85,200-145,200 | Kablio

Role

Description

scaling plan

process optimization

escalation management

root‑cause analysis

data analysis

reporting

Develop and implement a global scaling plan for IMS Support, including resource planning, cross-training, and process standardization.
Support the Director in driving cross-functional initiatives that improve product quality and client experience.
Champion continuous improvement by streamlining workflows, enhancing support tools, and upskilling the team.
Accelerate the resolution of escalated IMS issues, ensuring timely, accurate, and well-documented outcomes.
Collaborate with Engineering and Product teams to address root causes of client pain points and influence product enhancements.
Analyze support data to identify trends, recurring issues, and systemic gaps; translate insights into actionable strategies for improvement.
Represent the voice of the client in strategic discussions, ensuring IMS Support insights inform business and product decisions.
Ensure adherence to SLAs and operational KPIs through structured workflows and performance management
Enhance visibility of IMS Support by developing and delivering regular reporting on support trends, team performance, and organizational impact to internal stakeholders.
Lead and mentor a team of IMS Support Analysts, fostering a culture of accountability, technical excellence, and customer focus.

Requirements

5+ years

leadership

saas

technical writing

powerbi

bachelor’s

5+ years of experience in technical support or product operations, with at least 2 years in a leadership or supervisory capacity highly preferred
Strong technical writing skills for executive summaries, knowledge base content, and strategic documentation.
Experience supporting SaaS or enterprise software, preferably in investment management or financial technology.
Demonstrated ability to lead and scale support teams in a global environment.
Experience leading cross-functional initiatives that improved product quality or client experience.
Proficiency in Microsoft Office Tools (Excel, Word, etc)
Familiarity with agile development environments and product lifecycle management.
Excellent communication and stakeholder management skills.
Proficiency in support analytics tools; familiarity with Salesforce, PowerBI, and DevOps practices.
Strong analytical skills with experience in trend analysis, root cause identification, and data-driven decision-making.
Experience with data visualization or reporting tools (e.g., PowerBI).
Bachelor’s degree in a technical, analytical, or business discipline.
Background in investment management technology or financial services.

Benefits

Minimal travel to RealPage offices

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

20,000+

Customers Served

Cloud-based platform used worldwide to improve property management efficiency.

Delivers innovative technology solutions to revolutionize the real estate industry.
Provides software for property management, leasing, accounting, and financial reporting across multifamily, single-family, and commercial real estate sectors.
Empowers property owners and managers with cutting-edge tools for efficiency.
Specialized data analytics solutions optimize operational performance, reduce costs, and enhance tenant experience.
Focus on driving efficiency through automation with an expanding suite of solutions.
Offers solutions in areas like energy management, marketing, and resident services.
Trusted by some of the largest real estate companies in the world for seamless property operations at scale.

Culture + Values

Customer-Centric Innovation
Integrity
Accountability
Collaboration
Passion for Excellence
Results-Oriented

Environment + Sustainability

By 2035

Net Zero Target Achievement

Committed to achieving net zero carbon emissions, demonstrating a significant commitment to environmental sustainability.

Committed to reducing environmental impact through innovative solutions.
Provides sustainability-focused tools to enhance energy efficiency and minimize waste.
Smart Building solutions reduce energy consumption and lower carbon footprint in various properties.
Pursues green initiatives and renewable energy to decrease operational carbon footprint.

Inclusion & Diversity

Committed to fostering an inclusive and diverse workplace culture.
Set clear diversity hiring goals aiming for balanced gender representation and diverse leadership roles.
Promotes employee resource groups for various communities.
Initiatives to increase underrepresented groups in leadership and technical roles.
Tracks diversity progress through regular reporting and holds leadership accountable for DEI goals.

Articles

RealPage Careers

RealPage Solutions

RealPage Blog

RealPage Press Releases

Role

Description

scaling plan

process optimization

escalation management

root‑cause analysis

data analysis

reporting

Develop and implement a global scaling plan for IMS Support, including resource planning, cross-training, and process standardization.
Support the Director in driving cross-functional initiatives that improve product quality and client experience.
Champion continuous improvement by streamlining workflows, enhancing support tools, and upskilling the team.
Accelerate the resolution of escalated IMS issues, ensuring timely, accurate, and well-documented outcomes.
Collaborate with Engineering and Product teams to address root causes of client pain points and influence product enhancements.
Analyze support data to identify trends, recurring issues, and systemic gaps; translate insights into actionable strategies for improvement.
Represent the voice of the client in strategic discussions, ensuring IMS Support insights inform business and product decisions.
Ensure adherence to SLAs and operational KPIs through structured workflows and performance management
Enhance visibility of IMS Support by developing and delivering regular reporting on support trends, team performance, and organizational impact to internal stakeholders.
Lead and mentor a team of IMS Support Analysts, fostering a culture of accountability, technical excellence, and customer focus.

Requirements

5+ years

leadership

saas

technical writing

powerbi

bachelor’s

5+ years of experience in technical support or product operations, with at least 2 years in a leadership or supervisory capacity highly preferred
Strong technical writing skills for executive summaries, knowledge base content, and strategic documentation.
Experience supporting SaaS or enterprise software, preferably in investment management or financial technology.
Demonstrated ability to lead and scale support teams in a global environment.
Experience leading cross-functional initiatives that improved product quality or client experience.
Proficiency in Microsoft Office Tools (Excel, Word, etc)
Familiarity with agile development environments and product lifecycle management.
Excellent communication and stakeholder management skills.
Proficiency in support analytics tools; familiarity with Salesforce, PowerBI, and DevOps practices.
Strong analytical skills with experience in trend analysis, root cause identification, and data-driven decision-making.
Experience with data visualization or reporting tools (e.g., PowerBI).
Bachelor’s degree in a technical, analytical, or business discipline.
Background in investment management technology or financial services.

Benefits

Minimal travel to RealPage offices

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found