AI Transformation Lead, Customer Support

RealPage, Inc.•Richardson, TX

1d•$85,200 - $145,200•Hybrid

About The Position

This role is a highly strategic individual contributor responsible for driving AI transformation across the Customer Support organization. As a Senior Manager, AI Transformation, you will lead the identification, development, and scaling of high-impact AI use cases that improve both customer experience and employee productivity. This role uniquely combines bottoms-up innovation—capturing ideas from frontline support teams—with top-down strategic initiatives aligned to enterprise AI priorities. You will operate at the center of Support AI, acting as a bridge between business teams, AI leadership, and technical partners to translate real-world challenges into scalable, measurable solutions. This role requires a strategic thinker who can also execute—someone who thrives in ambiguity, builds alignment across stakeholders, and drives initiatives from concept through delivery.

Requirements

Bachelor’s degree in Business, Information Management, or related field (or equivalent experience)
5+ years of experience in customer support, operations, or transformation roles within a SaaS or technology environment
2+ years of experience working with AI tools, AI adoption initiatives, or technology transformation
Demonstrated experience leading cross-functional initiatives or innovation programs
Experience working directly with customers or customer-facing teams
Strong understanding of AI tools and their practical application in business environments
Ability to evaluate AI outputs conceptually and provide structured feedback to technical teams
Experience building business cases, defining success metrics, and tracking value realization
Proficiency with Microsoft Office tools and data analysis/reporting
Strategic thinker with strong execution capability—able to move from idea to implementation
Skilled at translating frontline needs into structured, scalable solutions
Strong stakeholder management and ability to influence without direct authority
Excellent communication skills; able to simplify complex concepts for diverse audiences
Ability to manage multiple initiatives across parallel workstreams
High adaptability and comfort operating in ambiguity and rapidly evolving environments

Nice To Haves

Experience building use cases, business cases, or managing innovation pipelines
Exposure to AI governance, adoption frameworks, or change management practices
Familiarity with CRM systems (e.g., Salesforce) and support tooling

Responsibilities

Own the end-to-end strategy, prioritization, and execution of AI use cases across Customer Support
Lead both: Bottoms-up innovation (AI Champions / grassroots ideas) and Top-down initiatives (enterprise AI programs and internal productivity efforts)
Translate frontline challenges into scalable AI opportunities with clear business impact
Partner closely with Support AI leadership and AI Center of Excellence (COE)
Define success metrics, KPIs, and business case assumptions for AI initiatives
Monitor adoption, performance, and ROI of implemented use cases
Partner with Reporting & Insights teams to track outcomes and communicate impact
Drive grassroots adoption and engagement across Support teams
Enable and mentor AI Champions and user cohorts
Partner with Transformation, Change Management, and Enablement teams to ensure successful rollouts
Partner across Customer Support, AI COE, TBM, Product, Engineering, and Analytics teams
Ensure alignment, governance, and prioritization of AI initiatives
Act as a key connector between business stakeholders and technical teams
Contribute to broader Transformation & Business Management priorities aligned to corporate goals
Support adjacent initiatives that improve customer experience and operational effectiveness