Director, Product Support

Job Locations US-TX-Richardson
Product Support
Position Type


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.


The Product Support Director will be responsible for the support performance and operations of the designated product vertical(s).  This individual will present to upper management and across business units regularly on the state of support performance and strategic focus for all products within the vertical(s).  The Product Support Director will be a global leader responsible for keeping the team members engaged and effective with a focus on enabling the workforce to provide an improved customer experience.


  • Establish operational objectives and work plans and delegates management of daily center operations to managers
  • Direct the creation, implementation and ongoing analysis of strategic support operation programs that will assist the company in achieving services and operations goals
  • Monitor departmental metrics and strategize performance improvements to meet departmental goals
  • Maintain liaison with all divisions to keep abreast of policy and procedure changes
  • Oversee preparation and management of departmental budget and budget variances
  • Lead collaboration with other key stakeholders to build trusting relationships in order to achieve departmental objectives
  • Establishing strong customer relationships to drive improvements internally across the department
  • Manage and develop personnel in their assigned function as well as the selection of staff for specified functions and manage performance
  • Present to upper management a regular analysis departmental objectives and provide business updates on progress
  • Establish and assure adherence to budgets, schedules, work plans, and performance requirements


  • Five (5) years of experience in a leadership in a support or contact center environment
  • Bachelor's degree or the equivalent combination of education and experience
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to multi-task and deal with a variety of unrelated issues at the same time
  • Proficiency in Microsoft applications i.e. Excel, Word, and PowerPoint
  • Proven ability to work with Sr. management and executives
  • Expert presenting to executives and providing business updates to Sr. Leaders
  • Excellent customer service skills including the ability to diffuse tense situations
  • Proven leadership and strong managerial abilities along with a proven record of meeting commitments and achieving goals
  • Ability to work extended hours when necessary


At RealPage, we’re always looking for talented professionals who thrive in a learning work environment that continually supports individual greatness. We foster a culture of innovation and creativity. It is the things you do that bring out the best of you and RealPage.


RealPage considers qualified applicants without regard to gender, sexual orientation, gender identity, religion, race, national origin, age, veteran, or disability status. We celebrate diversity and are committed to building an inclusive work environment where all teammates feel a sense of belonging while bringing their authentic self to the table and being valued for it.


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