Sr Director, Account Management Operations

RealPage, Inc. • Richardson, TX

3d • $138,400 - $235,600

About The Position

The Director, Account Management Operations provides enterprise-level leadership across PAM and FAM, overseeing Resident Billing services and Utility Expense Management services. This role owns service delivery strategy, escalation governance, and quality outcomes, and oversees a U.S.-based escalation and quality function.

Requirements

• Bachelor’s Degree required; advanced degree preferred or equivalent leadership experience
• 10–15+ years of experience in utility management, resident billing, invoice processing, or related services
• 7+ years of progressive people leadership experience, including managing managers and senior leaders
• Proven ability to apply AI productivity and analysis tools (e.g., Microsoft Copilot, ChatGPT, Claude, Gemini or similar) to improve operational throughput, quality, and decision-making.
• Deep working knowledge of billing, invoice, payment, and account management systems, including controls and operational performance levers
• Strong command of operational systems and workflows with the ability to translate business needs into scalable tooling, controls, and reporting
• Deep working knowledge of billing, invoice, payment, and account management systems, including controls and operational performance levers.
• Demonstrated ownership of service delivery strategy, escalation governance, and quality outcomes to sustain client confidence and reduce repeat issues.
• Exercises independent judgment over resource allocation, escalation management, service priorities, and operational investments.
• Decisions directly impact client satisfaction, financial risk, compliance exposure, and organizational scalability.
• Strong understanding of client‑facing service delivery expectations, SLAs, and compliance considerations within utility and resident billing operations
• Strong executive presence with the ability to influence senior and cross-functional stakeholders

Nice To Haves

• advanced degree preferred or equivalent leadership experience

Responsibilities

• Provide executive leadership over PAM and FAM, including managers, and individual contributors
• Define and execute the account management operating strategy aligned to business and client outcomes
• Own escalation governance and oversee a U.S.-based escalation and quality team
• Establish and enforce quality, SLA, and performance standards across PAM and FAM
• Drive enterprise-level root-cause analysis, defect reduction, and prevention initiatives
• Partner with Product, Technology, AP, Bill Pay, and Operations leaders to resolve systemic issues
• Serve as the executive escalation point for complex client, billing, payment, and compliance issues
• Provide senior leadership with risk insights, trend analysis, and performance reporting
• Influence product and tooling roadmap priorities through operational and client-impact data

Benefits

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.

What This Job Offers

• Job Type: Full-time
• Career Level: Director