Senior Director, Delivery Excellence

Summary

The Senior Director, Delivery Excellence is a strategic leadership role responsible for driving operational excellence and enhancing the end-to-end Customer Experience (CX) across RealPage’s Product Support Operations. This role oversees Workforce Management (WFM), Quality Assurance (QA), Training & Development, Technical Coaching, and Customer Experience initiatives to ensure seamless service delivery, optimal resource utilization, and continuous improvement in customer satisfaction and loyalty. The ideal candidate will be a data-driven leader with expertise in support operations, workforce optimization, and CX strategies, ensuring RealPage delivers exceptional, frictionless customer interactions at scale.

Primary Responsibilities

Workforce Management (WFM)

• Lead the **Workforce Management team to optimize staffing, scheduling, and real-time adherence to meet SLAs and enhance customer experience.
• Develop forecasting models to align staffing with demand, ensuring efficiency while maintaining high service quality.
• Monitor KPIs (AHT, Shrinkage, CSAT, NPS) to balance operational efficiency with customer satisfaction.
  
  
  
  

Quality Assurance (QA) & Continuous Improvement

• Oversee the **QA program to ensure consistent, high-quality customer interactions (calls, chats, tickets).
• Implement CX-focused quality frameworks to identify trends and improvement opportunities.
• Drive root cause analysis to reduce repeat contacts and improve First Contact Resolution (FCR).
  
  
  
  

Technical Coaching & Performance Enablement

• Manage **Technical Coaches** to improve agent proficiency in troubleshooting and customer engagement.
• Align coaching with QA insights to elevate CX and reduce resolution times.
• Ensure training aligns with CX goals, product updates, and customer needs.
• Measure training impact on performance and customer satisfaction.
  
  
  
  

Customer Experience (CX) Strategy

• Define and execute CX initiatives** to improve satisfaction (CSAT/NPS), reduce effort (CES), and drive loyalty.
• Analyze customer feedback (surveys, VOC data) to identify pain points and improvement areas.
• Partner with Product, UX, and Operations to streamline support processes and enhance self-service.
• Champion a **customer-first culture**, ensuring all teams prioritize CX in decision-making.
  
  
  
  

Cross-Functional Leadership & Innovation

• Collaborate with senior leadership to align Delivery Excellence with business goals.
• Drive automation/AI adoption to improve efficiency and CX (e.g., chatbots, knowledge base).
• Lead change management for new processes/tools that enhance customer and agent experiences.
  
  
  
  

Qualifications

Required:

• Bachelor’s degree in business, accounting, or a related field
• MBA or equivalent graduate degree preferred
• >12 years of leadership/executive experience in operations or related field
• Multi-team & location management experience
• Previous P&L responsibility preferred
  
  
  
  

Required Knowledge/Skills/Abilities

• Experience in multi-channel operations, with an emphasis on technical support, customer service and back-end leadership and experience managing large operational teams across multiple global locations, including budget and expense management.
• Proven track record of results leveraging operations technologies and tools to drive efficiencies and best practices.
• A proven track record at driving transformational results in an operational environment, either as a direct support team or through a servicing or outsourcing
• A solid experience developing leaders and scaling an operational
• Ability to manage WFM, QA and CX metrics to ensure Customer Satisfaction, achieve appropriate staffing levels, and operate within budget
• Strong leadership and project management skills, including the ability to effectively manage multiple projects simultaneously; must possess strong attention to
• Excellent written and verbal communication skills and the demonstrated ability to effectively communicate with all organization levels, both internally and
• Able to identify key department initiatives and create successful programs to incent desired behaviors.
• Demonstrated ability to interface and influence all levels of management both internally and externally.
• Demonstrated leadership skills with the ability to coordinate resources outside of direct management to support strategies and initiatives.
• Ability to drive teamwork and collaboration with other support tiers, customer success teams and engineering teams to ensure proper alignment and a comprehensive customer support experience.
• Strong analytical and problem-solving
• Ability to work extended hours and travel as needed